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.