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Resources for upgrading to the Zendesk Agent Workspace



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Lisa Kelly

Zendesk Documentation Team

Edited Dec 19, 2024


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How do we test the new workspace if we do NOT have access to the premium sandbox?

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Hi Support Admin,
 
You can also use our interactive demo: Take a tour of the Agent Workspace - Zendesk

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I am assuming moving to Agent Workspace will impact all subdomains being used under the main domain account in Zendesk?

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Christine

Zendesk Engineering

Hi Jed,

If your account has multiple subdomains, review these guidelines for each subdomain you support: Self assessment questions
 
If you answered Yes to any of these questions, contact your account representative or Zendesk Customer Support to help you further evaluate your account and provide assistance with the upgrade. If all your answers were No, you should be a good candidate to upgrade. See Migrating to the Zendesk Agent Workspace.

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Dane

Zendesk Engineering

Hi Jesse,
 
You just have to enable email forwarding in the Agent's interface for this to work. Please refer to Enabling the forwarding option for agents in Zendesk Support.
 

Feel free to contact support directly if you encounter any issues. 

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Is this upgrade required? Will it be pushed automatically in the future to all sites eventually? Trying to think ahead/plan. TIA!

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Gabriel Manlapig

Zendesk Customer Care

Hi Nita,
 
Please note that we will continue with this change in the future, at which point your account will be included, but that date is yet to be determined. We highly encourage you to try Agent Workspace as early as you can to get used to it and take advantage of the features it offers.
 
I hope this answer your question. Thanks!
 

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This is becoming mandatory at the beginning of the year

 

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Lisa Kelly

Zendesk Documentation Team

Hi Kaylynn,
As Gabriel said, we will continue with this change in the future, but the date for converting all accounts is yet to be determined. 

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Unless the e-mail I just got is specific to only our account, it appears that this will be mandatory starting in June, 2023.

The e-mail I received today is literally the first notice I've received about this mandatory and significant change as an admin.  90 days isn't much time to build a suite to completely re-train all of our employees.  Looking through my email, one user in my organization forwarded me an email about Agent Workspace in January, 2022.

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Lisa Kelly

Zendesk Documentation Team

JJ Breen
If you have questions or concerns about migrating your account, contact Zendesk Customer Support

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JJ Breen

Can you share the "Subject" of the email?  I have not received such an email for our account.

Thanks,

Diane

 

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Diane Bilo, today's subject was "Important update: Zendesk is upgrading your support experience"

The subject of the email in January, 2022 sent to my colleague was "Reminder: Activate your Agent Workspace today"

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Totally NOT a fan of the editing window moved to the bottom. This is NOT natural and it is the BIGGEST reason I DON'T use the iPad App!

I know you guys are the 9000-pound gorilla in this market! Just because you're the biggest in the cage does it mean you're always right? Sometimes you need to listen to customers and sometimes you just need to leave things the way they are. User interfaces are a brain memory action, especially for those that live in an app every working hour. You can't screw with a workflow like this, all it does is mess with people's brains or slows them down.  There's absolutely no logical reason to do something like this!

FYY: I am only talking about changing the Editor location.

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Lisa Kelly

Zendesk Documentation Team

Hello ILGM Tech Specialist
Our intention was not to make you unhappy. You can contact Zendesk Customer Support and request that your account be rolled back. 

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I have already rolled it back - but the message is that you are forcing this change in something next month or two.

And yes, I know you're not deliberately trying to piss people off!

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I too rolled back the change. The biggest workflow issue with the new editor format (aside from the jarring change of editing content at the bottom of the page), is the loss of information regarding the person submitting the ticket. The old interface shows in particular the user's email address which the new interface no longer includes. I now need to click on the user to dive into the specific user details to determine what company the user is submitting the ticket from. This is an unnecessary additional burden in trying to provide support. Is this a configurable change that can be made to the workspace? Or are we stuck with this inefficient workflow to be able to determine what company (via email address) that the user submitted the ticket?

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Mike DR

Zendesk Customer Care

Hi Jason! You can also use the User Data App here: Zendesk Marketplace: User Data

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I'm an Enterprise admin and agent. There is a bar appeared when I use Zendesk. I'm happy with the current UI and workflow. Can I not switch?

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Lisa Kelly

Zendesk Documentation Team

Hello Martin

Zendesk is encouraging all customers to migrate to the Agent Workspace. It's the Zendesk interface of choice going forward and we have plans to discontinue the older interface. See What new features are available after upgrading? 

If you have further questions or concerns, contact Zendesk Customer Support so they can help you address these. 

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How do we handle the fact there is only one chat widget and we have multiple brands? It seems that agent workspace doesn't play well with branding or differentiating between brand groups. 

 

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We were hit with the feature being forced on us today.  It takes away most of the useful functionality in the chat client.  Zendesk rolled it back BUT warned us that we have no choice going forward.  Zendesk intends to ram this feature down everyone's throats, like it or not.  We hate it, all of our users hate it. 

You are going to lose the ability to see how many users are idle, active, etc.  The only thing you will know if that someone is active and requesting a chat.  You also lose the ability to create an outgoing communication to an idle user.  I have not bashed a software company before, but Zendesk making this change in the middle of a working day without our consent or choice was significantly upsetting.

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The change was forced on us today as well, and I lost a multi paragraph customer update as a result of the change in the middle of the work day.

There are so many gaps in the new workspace compared to the old one, it's astonishing that this is being forced now.  Markup doesn't work properly, you can't seamlessly change a comment from public to internal or vice versa while composing without copy/pasting.  The flow that everyone has been used to for the entire existence of Zendesk, top down, is now reversed bottom up.

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I was "encouraged" to use the new workspace/interface and indeed I have been using it for some months now.

After some months of using it I am still struggling with the new chat oriented type of interface.

For the comments, the newest comments is at the bottom of the page meaning the chronological order of the comments is going downwards. But within each comment, the chronological order of the email threads is going upwards.

Further to that, there isn't a great visible border between each comment, meaning it is hard to see the border between each comment. We may need to at least have configurable background colour for the comments so that we can configure alternate background color for the comments. Without that it is hard to differentiate the border of the threads in the email within a comment or it is the border of the comments.

I'm not a UI designer but for some reasons the new UI design is extremely not user friendly especially when we are dealing with supports that involves email threads in comments.

It makes it extremely unproductive. I still prefer the old arrangement and interface.

I thought I was the only one, then I found out from my team - everyone prefers the old arrangement!

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Shawna James

Community Product Feedback Specialist

Hello everyone, thank you so much for taking the time to provide us with your feedback here. We hear your frustration and appreciate you taking the time to share how these changes are impacting your business. I wanted to point you in the direction of our product feedback forum for Support where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility with our Product teams. Here is our product feedback template to get you started. Thank you!

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