To ensure a smooth transition to the Zendesk Agent Workspace, this article provides a checklist to help you upgrade. If your account has multiple subdomains, review these guidelines for each subdomain you support.
Zendesk has found that, on average, companies that upgrade see these improvements after moving over:
- 17% faster replies to customers
- 18% faster resolutions of customer requests
As product development continues, Zendesk is working hard to make sure the upgrade goes smoothly for all account types. We recommend you refer to this article periodically for the latest information.
This article includes the following topics:
Self assessment questions
|Does your account have a large number of agents (500 or more)?||
|Do you use any of the following services for your account: Enterprise Plus, Premier + Pro, or BPO (business processing outsourcers)?||
|Do your agents rely on mobile apps? For example, the Support mobile app on IOS or Android.||
|Is your Data Center Location (DCL) a critical part of your business?||
|Does your business have any major initiatives pending in the near future that might cause concern for an interface change? For example, a holiday sales rush.||
|Does your account serve a large number of chats, or have a large number of Chat-only agents?||
|Are you currently using Chat apps that are important to your agent workflow? Zendesk does not recommend using the Support Chat app with the Zendesk Agent Workspace.||
|Do you need to host multiple-agent chats, export chat transcripts, start proactive chats, or ban chat visitors?||
|Messaging questions (more information on messaging)|
|Do you expect to have over 4000 messaging agents online at the same time?||
|Do you need SLA support on messaging channels?||
|If you are currently using skills-based routing, are you expecting to use this feature to manage messaging channels?||
|Do you need to use Explore reports with your messaging channels?||
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.
If you see any issues of concern for upgrading, we recommend contacting your account representative or Zendesk Customer Support before migration. We also recommend that you review Resources for upgrading to the Zendesk Agent Workspace and Limitations in the Zendesk Agent Workspace.
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?
Thank you Diogo Maciel. Do you know if all customers will eventually be required to migrate, and if so, when that may happen?
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.
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?
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.
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!
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?
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!
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.
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.
We currently only support tickets via email, but will grow to incorporate chat and voice, would it be better for us to migrate now then later. As we will be bringing more staff into the Zendesk workspace and want to minimise too much change. As we don’t have any chat groups, does this impact the migration?
Hey Daniel Le
That is a great question! Your staff can still use all the great features that come with Agent Workspace even just using email as the support channel. Not to mentioned by upgrading now, you would have fewer agents right now who would need to learn the new UI. The staff you eventually add to the account will already have Agent Workspace, and be able to hit the ground running on it.
If you have any questions about the changes, I encourage you to reach out to our amazing Support team, and they can further assist.
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