Make your move to the Agent Workspace
Join our customers who are seeing 18% faster resolutions to customer requests since moving to our unified Agent Workspace. We've gathered the most helpful resources to map out your steps and provide you with a seamless upgrade.
Prepare for the upgrade
Get familiar with the Agent Workspace to understand how it works. See for yourself how it can improve agent efficiency and provide great customer experiences.
|
Watch: Prepare for Agent Workspace Upgrade |
Assess impact and train your agents in advance
Your team must know how moving to the Agent Workspace will impact their day-to-day tasks. Complete the training on the Agent Workspace to ensure you and your teams are familiar with the workspace.
|
Watch: Plan for the Agent Workspace upgrade |
Test and start your upgrade
Test the Agent Workspace in Premium Sandbox (available on Enterprise plans), a safe environment to make changes to your Zendesk. Now it's time to roll up your sleeves and make it official.
|
Watch: Test and upgrade to Agent Workspace |
Conversational experiences with messaging
Connect your messaging channels and deliver rich conversational experiences that are connected across email, web, mobile, and social channels to meet your customers where they are.
|
About messaging |
When you need more help, we've got your back
Documentation resources |
Contact Customer Support 
|
Join the community
|
21 Comments
How do we test the new workspace if we do NOT have access to the premium sandbox?
You can also use our interactive demo: Take a tour of the Agent Workspace - Zendesk
I am assuming moving to Agent Workspace will impact all subdomains being used under the main domain account in Zendesk?
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.
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.
Is this upgrade required? Will it be pushed automatically in the future to all sites eventually? Trying to think ahead/plan. TIA!
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!
This is becoming mandatory at the beginning of the year
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.
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.
JJ Breen,
If you have questions or concerns about migrating your account, contact Zendesk Customer Support.
JJ Breen,
Can you share the "Subject" of the email? I have not received such an email for our account.
Thanks,
Diane
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"
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.
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.
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!
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?
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?
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.
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.
Please sign in to leave a comment.