Contextual workspaces enable you to present ticket tools and features based on specific workflows. For example, your company might have a specific workflow to use when a customer makes a return, or when they have a billing issue. This article describes how to create a contextual workspace and define the conditions that will launch the workspace.
This article contains the following topics:
- About contextual workspaces
- Creating a contextual workspace
- Setting workspace conditions
- The agent experience
For information on how to manage contextual workspaces, see Managing contextual workspaces.
About contextual workspaces
Workspaces optimize your support workflow, without restricting the tools agents need to complete their jobs. With workspaces, you can simplify the forms and macros that agents see when they first open a ticket, and you can expand, collapse, or reorder apps.
The set of workspaces you define can be as simple or as detailed as you need. For example, you could have a single workspace that defines the ticket form and tools your Customer Support team uses, or you could define a full set of workspaces for your Fulfillment Center based different types of international shipping locations, product types, and currencies.
Workspaces are for recommendations, not restrictions. Agents can still search for other macros, apply other forms, or use other apps if desired.
Creating a contextual workspace
You create new contextual workspaces, and edit existing ones, from the workspaces page. You can create up to 500 active workspaces for an account and include up to 10 conditions per workspace.
To create a contextual workspace
- In Admin Center, click the Workspaces icon () in the sidebar, then select Agent tools > Contextual workspaces.
- Click the Add Workspace button. A new workspace builder opens. The builder includes four tabs: Details, Ticket Forms, Macros, and Apps.
- On the Details tab, Enter a Title and Description for the workspace, then enter the conditions that will launch the workspace. For more information, see Setting workspace conditions.
- On the Ticket Forms tab, use the Active form drop-down to select a predefined ticket form to associate with the workspace.
You can begin typing the name of the form to filter the displayed list, or you can scroll through the list to locate the form you need. When you select a form, a read-only list of ticket fields appears.
If you do not want to apply a ticket form, select No change from the menu.
- On the Macros tab, select one or more macros to associate with the workspace.
To select macros, you can begin typing the name of the macro to locate potential matches, filter the list by Categories or Permissions, or you can scroll through the list to locate the macro you need. Only shared macros are available when creating a workspace.
If your macros are sorted into categories, you can click the category name to drill down the list.
The macros you select appear in the Selected tab.
- On the Apps tab, select one or more apps to expand in the Apps panel. Only apps in the ticket sidebar can be set in contextual workspaces.
You can begin typing the name of the app to filter the displayed list, or you can scroll through the list to locate the app you need.
To change the order that apps appear in tickets, click and hold the drag handles to reorder the apps. The apps order you set here takes priority over the order you set for tickets on the My apps page.
Agents can manually click the header of any app to expand or minimize it. The apps you select to Expand by default will be expanded for all tickets viewed in the workspace.
As you define the workspace, the Details tab shows a summary of what the agent will see when they first open the ticket, including form fields, available macros, and apps.
- Click Save. You are returned to the Workspace edit page, and the new workspace is added to the list.
Setting workspace conditions
On the Details tab, you can set the conditions that launch the workspace. Each workspace can include up to 10 conditions. For instance, in the example below, any incoming ticket using the Billing Issues form and routed to the Billing group will launch the workspace.
- On the Details tab, click the Add condition button under the Assign workspace if ALL conditions are met and/or Assign workspace is ANY conditions are met.
- If you add conditions under Assign workspace if ALL conditions are met, all of the conditions must be true for the workspace to apply.
- If you add conditions under Assign workspace is ANY conditions are met, one or more of the conditions must be true for the workspace to apply.
- Select a condition from the Conditions drop-down list.
- Select a field operator.
A field operator determines the relationship between your condition and its value. For example, if you select the field operator Is, your condition must be equal to the value. Different conditions contain different field operators.
- Select a value. Each condition contains a unique value.
- Continue to add as many ANY and ALL conditions as needed to create the correct logic for the workspace.
Zendesk recommends keeping your conditions simple so they are easier to troubleshoot and maintain. If you include conflicting conditions, an error message appears.
The agent experience
Once the workspace is activated and the conditions are met, agents will see ticket features that match the workspace definition. For example, when a German customer returns a camera, the ticket might look like this:
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.
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?
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.
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!
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.
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.
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.
Legend. Thanks so much Tod :)
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!
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...
Have you tried using our macro suggestions feature? See Using suggested macros. It uses AI to suggest the most-relevant macros for agents.
I have 2 questions below and hope to hear answers from Zendesk team.
To answer your questions
1. Yes, you can add multiple tags and the limit is not by tags but by the number of characters allowed in the textbox which is 65,536.
2. You have the option to select macros that you want to associate with the workspace and the selected ones will be the recommended macros but this does not mean that you are restricted to only using the macros selected, they are merely for recommendation. If you wish not to select any macros then it will simply not provide any macros for recommendation for that specific workspace.
Hope that helps.
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