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Activating and deactivating the Zendesk Agent Workspace



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Lisa Kelly

Zendesk Documentation Team

Edited Jun 21, 2024


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26 comments

We have been migrated to the Agent Workspace automatically without our consent, we want to disable this but there is no option in the Admin Settings area to disable it.

How can we disable this?

 

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Lisa Kelly

Zendesk Documentation Team

Hi Sam, Accounts that have been automatically upgraded to the Zendesk Agent Workspace cannot be deactivated from the user interface. If you have concerns about this, Contact Zendesk Customer Support.  For more information about the upgrade program, see About automatically upgrading

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Thanks Lisa.

Is there any way at least to automatically have the reply box minimized or moved to the top of the screen where it previously was?

It takes up a significant amount of screen real estate.

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Lisa Kelly

Zendesk Documentation Team

Hi Sam
Moving the reply box to the top of the ticket interface is a common request from Agent Workspace customers. Unfortunately, it doesn't work well for messaging-based conversations like chats and social messages. You can vote for your favorite product features on our Community site and add to the discussion.  

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We're flagged to be migrated later this month and have a lot of activities going on that make this poor timing. Can it be delayed upon request? I emailed support that they have just told it is happening.

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Brett Bowser

Zendesk Community Manager

Hey Adrian,

I'm going to bring this conversation into a so we can take a look at your account and see what's possible here.
 
You'll receive an email shortly stating your ticket has been created.
 
Cheers!

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I really wish I could turn that Agent Workspace off. There are just so many elements that take away useful space on my small screen, it makes it uncomfortable to work with Zendesk.

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I too would like to turn off Agent Workspace, as it simply doesn't work for the way in which we deal with items.  The previous display worked well for us, and allowed us to see and respond to the latest comment, which is our process.

I appreciate it works for some channels, but not for ours, and so please restore the ability to turn it off.

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Our organization would like to turn off Agent Workspace as well. The previous interface worked well for us and prefer it over Agent Workspace. Any way to revert back?

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Lisa Kelly

Zendesk Documentation Team

Hi Ranjani
Was your account part of the automatic upgrade program for Zendesk Agent Workspace? If so, you need to contact Zendesk Customer Support to request a rollback. 

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The hard loss of real estate on screen is one thing, but I just realized you can no longer swap public/private replies without the text going away.  Also, the tab now shows the requester instead of the subject so it is harder to track open tickets.  This could all be addressed by simply allowing the option to be specified instead of forcing the rather radical UI changes upon us.  I'm otherwise just fine with Zendesk (except for the awful mobile experience which has always been the case and simply learned to accept) but the experience is eroding instead of becoming more pleasant.

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Hi Dan, and welcome to the community!
 
There's a thread going on this in our product feedback forums – can you go upvote and add your use case information as a comment here? Zendesk's New Interface (Agent Workspace): Internal Note vs Public Reply

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We also got upgraded to this automatically and were not given any way to "opt out" of it or any kind of way to test it out and then roll back if it did not meet our needs. It appears the upgrade was automated, but rollback is a chore. The new agent workspace is not helpful. We didn't want it. Didn't ask for it. Given no way to say "no thanks". The only option given was to "migrate now" or be automatically migrated later.

Now, in order to restore the functionality we previously had we have to go through the hoops of deleting all the social media integrations, clear every single support ticket (which is difficult since they arrive on a continuous basis), then make the switch, then turn on and reconfigure all the social media integrations.

Extremely dissatisfied with this. I receive multiple emails per week from Zendesk competitors offering assistance in switching us over to their platforms. Since it appears I need to spend significant time trying sort out this mess I may take them up on it unless someone from Zendesk reaches out and reverts all these setting changes for us. I don't have time to figure out how to roll back the mess you created.

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I activated Agent Workspace to look at it, and then tried to deactivate it -- it tells me it did.... but the interface is still the new interface and the check box is still checked.  How do I disable it?

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Christine

Zendesk Engineering

Hi Matt,

Could you please try it again and confirm if you're doing the same steps as below?


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Hi Matt,

Ive tried Agent workspace and have to agree it makes the work flow very diffacult and have reverted back to the old cleaner interface.

Also the respose section being at the bottom is not helpful, thanks for the link above ill be adding my comments there as well.

I wont be recomending this update to my team.

Illas

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Our website chat functions completely stopped working after we were automatically moved to agent workspace. It is difficult to navigate and the revert back option does not appear as discussed on the article.

 

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Lisa Kelly

Zendesk Documentation Team

Hello WECO Sales Team
From the article: "Some accounts were automatically upgraded to the Agent Workspace and you cannot deactivate it."

It looks like that might be be the case for your account.

You can contact Zendesk Customer Support to help you with your issues, including getting chat to work or deactivating the Agent Workspace. 

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Why are you forcing this on people? You do not seem to understand production for you to have changed the UI so much. Has your UI people actually ever done any ticket work? Why shift the standard appearance in such a way and not have an option to make a Classic appearance at the very least. You need to hire real UI programmers who have experience and not spewing out trash you'd see in a college project.

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Lisa Kelly

Zendesk Documentation Team

John
For better visibility with the product team, Zendesk recommends that you post your comments on our Community site. See Feedback - Ticketing System (Support)

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The new user interface for agent workspace is not user-friendly at all. I require swift assistance through a Zoom call. Please provide me with the contact details of the person I should reach out to from your team.
 

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Lisa Kelly

Zendesk Documentation Team

Irfan, You'll need to contact Zendesk Customer Support to discuss you issue. 

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@Lisa Kelly 

Hi,

 
I found your name on the Zendesk website. I've been trying all day to get in touch with support for Outlier AI. I accidentally clicked out of my ID verification and now it is saying I can't do any work unless I complete it. However, an error message pops up saying it is expired. I have a big project starting Monday and I will need access to my account. Do you happen to know how I get a new link? I appreciate any help you can provide! Thank you!
 
Lindsey Kortyka

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The new Agent Workspace interface isn’t user-friendly. I need the Visitors option enabled, but I’ve had no luck reaching support. Please disable the Agent Workspace for my account and enable the Visitors option. It's essential for me. Thank you!

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I felt Agent Workspace is awful as it broke our mobile chat support. 

 

I would like to deacviate the Workspac by following this document. Unfortunately there is NO such button in Admin Center where I can go to Agent tools > Agent Workspace and Delect  “Turn on the Agent Workspace”

 

How come Zendesk upgrade keeps breaking exsiting features  - over the last serveal years we only expeirence service interruptions with various upgrades. 

 

Kind regards,

Jason 


 

 

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Lisa Kelly

Zendesk Documentation Team

Hi Jason
As the article mentions,  you will not have an option to turn off Agent Workspace under these circumstances: 

  • New accounts created after July 28, 2020 have the workspace activated by default and you don't need to migrate.
  • Accounts created after July 12, 2023 have the Agent Workspace automatically activated and you cannot deactivate it. 
  • Accounts that were automatically upgraded to the Agent Workspace and you cannot deactivate it.

Zendesk is in the process of migrating all accounts to Agent Workspace. Over 90% of Zendesk accounts have already migrated.  Contact Zendesk Customer Support so they can help you resolve your issues. 

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