Setting up contextual workspaces

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  • Rudolph Beaton

    Why limit the number of conditions? This is causing us some headache as we use the 'Form is Not' condition liberally. 

    Please extend the number of conditions to match that of other areas of Zendesk.

  • Michail Rudenko

    Are workspaces real-time features? Will workspaces update and show selected lists of macros/apps for the specific scenarios? Or after agent set the category of ticket for example?


  • Bruno Menezes


    How can I select more than one ticket form per workspace?

    I can see on the example screenshot that several forms have been selected, but when I try it doesn't give me the option to select more than one.

  • Hervin Centeno
    Zendesk Customer Care
    Hi Bruno,
    That's a great question. One good quote from this article is, "Workspaces are for recommendations, not restrictions."
    When it comes to setting a ticket form in a contextual workspace, you will only have the option to select the ticket form that agents initially see when using that workspace. There is no option to limit what ticket forms agents see via contextual workspaces. In other words, agents will be able to see all 10 active ticket forms while working on a ticket.
    I hope this information helps!
  • Kelsa Henry

    Hi Hervin, 

    Is there any plans in the pipeline to get more governance on restrictions. example - restricting certain forms and brands from being displayed. In as much as triggers auto assign, we see instances where agents change these fields unnecessarily. 

  • Chad Susa


    Just wanted to confirm if contextual workspaces work with proactive tickets?

    When creating a new proactive ticket, there are no conditions present (as the ticket doesn't "exist" until it's submitted), therefore Contextual Workspaces conditions won't fire. Hoping I've understood that correctly.

    I couldn't find any reference to proactive tickets in the documentation.

    Chad =)

  • Tod Brown

    Hi Chad,
    This is Tod with the Zendesk Customer Advocacy Team.

    It's been too long! I hope you are doing well!!!!!
    Regarding the inquiry about the Proactive Tickets and Contextual Workspaces, I have confirmed that it is not possible to load the details for a Contextual Workspace until the ticket already exists.
    This is due to the fact that the Workspaces look at ticket conditions to determine which workspace should qualify.
    Let me know if you have any questions.

    Best regards,

  • Chad Susa

    Legend. Thanks so much Tod :)

  • Dave Dyson
    Hi Amy -
    Yes, as stated in the above article, you can create up to 500 active workspaces for an account and include up to 10 conditions per workspace. Hope that helps!
  • Damien Messe


    I have tried to use contextual workspace to help my agents working with macros and boost productivity

    We use hundreds of macros. Some of them are for one product (= one contact form), some of them are for another product.

    I have filtered to display some macros only for a specific product but when I use the macro search all the macros are displayed. The ones from the other products that I don't want to see are displayed on the top... 

    Relevant macros section doesn't work as our agents want to use the search to search a specific macro among hundreds of macro.

    Any tips ?

    I don't find contextual workspace really useful for now...


  • Lisa Kelly
    Zendesk Documentation Team

    Hi Damien
    Have you tried using our macro suggestions feature? See Using suggested macros.  It uses AI to suggest the most-relevant macros for agents.


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