Evaluating your account for upgrading to the Zendesk Agent Workspace

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12 Comments

  • Nikki

    Hi Lisa Kelly, I answered "no" to all of these questions, so I know I would be safe to switch to the Agent Workspace. However, I've done a bit of reading about it, and I can't see much benefit for my organization either.

    Our volume is fairly low and we don't have any channels other than email. Most of Agent Workspace seems to be focused on interacting more smoothly across multiple channels, but we just aren't there yet. Could you direct me to information (if there is any) on any major advantages outside of multiple channel improvements?

     

    Thanks!

    1
  • Diogo Maciel
    Zendesk Customer Care
    Hi Nikki! If your only channel is email and the new interface is not a big productivity gain for you, I would advise you to stay in the current interface. The main advantage of Agent Workspace is to serve requests from different channels in the same interface, which probably will not be useful for you in your current state.
    1
  • Nikki

    Thank you Diogo Maciel.  Do you know if all customers will eventually be required to migrate, and if so, when that may happen? 

    1
  • Diogo Maciel
    Zendesk Customer Care
    Hi Nikki! There are no plans for requiring customers to migrate in the short term. You will be able to continue in the current interface for the foreseeable future. Feel free to reach out to us if you have any other questions!
    2
  • Troy Johnston

    Why then am I being informed my migration/upgrade will be automatically processed in early August?!  I understood this was not required.  As per Nikki above - we use email only - and I can only see a negative impact to our team by this change.   (Why are messages now located with the latest at the bottom?!) - There must be a configuration available for us to flip this as this will have a huge impact on us.
    Please help.

    0
  • Julien Maneyrol

    Hi Diogo Maciel,

    I have exactly the same question as Troy: my company has little to no use for this feature and we received the same message. This all seems to imply that the change will be forced on us, while we did not request anything.

    Could you provide clarification? Also, will there be a way to keep the old view even after the upgrade?

    Thank you.
    Best regards

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  • Kolten Kittleson
    Zendesk Product Manager

    Hello Julien Maneyrol and Troy Johnston

    Thank you for reaching out about the move to Agent Workspace! The auto-adoption of Agent Workspace will begin to roll out mid August of 2022, and all accounts impacted will receive email communications prior to the expected activation date. This change will, over time, roll out to all accounts currently on Zendesk who haven't yet made the change over. 

    This change will allow Zendesk to continue creating enhancements to the product such as allowing more detailed and workflow specific customizations, well at the same time reducing the effort needed to support two different UI frames. 

    We encourage everyone to review with their team the changes to the UI and of course feel free to reach out to our amazing Support team with questions. 

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  • Julien Maneyrol

    Hi Kolten Kittleson,

    Thank you very much for the clarification!

    I wish it was explicit from the beginning that this feature would be enforced following AB testing, though.

    Have a very nice day!

    Regards

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  • Support Admin

    One, we don't need any of the enhancements. We only handle tickets, and do not support any other support channels (no calls, no chats). My concern is that we have custom app, tickets, triggers and macros, so very concerned that this "upgrade" will break our existing flows. Is there a technical checklist that covers these aspects that might be impacted? Can we opt out of this upgrade?

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  • Kolten Kittleson
    Zendesk Product Manager
    Hello Support Admin,
     
    We appreciate wanting to know more about the upgrade, and to review the changes. I highly encourage you to review the article linked here, which also includes a portion on the more technical aspects an account should review. 

    Your tickets will remain within the account and would be able to bring in all of the enhancements to better work within those tickets. If you have more specific workflow questions feel free to contact our amazing colleague group in Support or touch base with your account representative. 

    As for opting out of the upgrade, this change is being rolled out to all of Zendesk in stages and therefore we aren't able to opt an account out. 

    If you have any other questions, feel free to contact us!
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  • Onur Olmez

    Question about the Support mobile app: My agents and I use it. What impact will moving to Agent Workspace have on this? The language of the documentation seems to hint that something will be affected if we move to Agent Workspace.

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Onur, 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.

    0

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