The Zendesk Agent Workspace enables agents to manage Support, Chat, Talk, and messaging conversations within the same interface. Administrators can activate or deactivate this workspace for their Zendesk account.
This article contains the following sections:
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Preparing to activate or deactivate
Before you can activate the Agent Workspace for the first time on an existing account, you'll need to migrate your Chat departments into groups. For details, see Migrating to the Zendesk Agent Workspace.
- For some new accounts created after July 28, 2020, the workspace may already be activated by default and you don't need to migrate. Also, some accounts were automatically upgraded to the Agent Workspace and you cannot deactivate it.
- For some larger, high-volume accounts, you may need to work with someone from Zendesk to activate the workspace and migrate your account. We provide a checklist to help you determine if your account is a good fit for migration.
The Agent Workspace is an account-wide setting that impacts all the agents on your account. You cannot selectively activate or deactivate it for certain agents. When you activate or deactivate the Agent Workspace, agents must refresh their browsers to see the change. Make sure your agents wrap up any chats, calls, or unsaved tickets when you activate or deactivate the workspace. Otherwise, unsaved ticket replies, ongoing chats, and call recordings may be lost. When the workspace is activated, Chat tickets cannot be updated using the Support mobile app.
If you prefer, you can test out the migration on a Sandbox account first. This gives you time to try out the Agent Workspace and train your agents before using the workspace in a production environment.
Activating the Agent Workspace
To turn on the Agent Workspace
-
In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Agent Workspace.
You’ll see a description of some of the main Agent Workspace features with links to more information.
- Select Turn on the Agent Workspace.
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Save your changes.
When the workspace is successfully activated, a warning message appears.
- Make sure to wrap up any messages, calls, or unsaved tickets, then click Switch workspace.
To prevent application conflicts and potential tracking issues, Zendesk does not recommend using the Support Chat app with the Zendesk Agent Workspace. When the Agent Workspace is activated, the Support Chat app is automatically deactivated on your account. If you subsequently deactivate the Agent Workspace and you want to use the Chat app, you have to manually re-activate it.
To get the full agent experience, after you activate the workspace, you can set up social and web messaging channels for the Zendesk Agent Workspace.
Deactivating the Agent Workspace
You can deactivate the Agent Workspace if desired and revert to a standard agent interface without unified conversations. If your account has messaging channels, you'll need to delete the social messaging channels in Admin Center, deactivate the web messaging channels in Admin Center, and close out all your existing messaging tickets before you deactivate the workspace.
To turn off the Agent Workspace
- In Admin Center, click Workspaces in the sidebar, then select Agent tools > Agent Workspace.
- Deselect Turn on the Agent Workspace.
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Save your changes.
When the workspace is successfully deactivated, a warning message appears.
- Make sure to wrap up any messages, calls, or unsaved tickets, then click Switch workspace.
When you deactivate the workspace, a message appears asking you to provide feedback. Your feedback will help Zendesk learn more about how you use this feature.
Deactivating the Agent Workspace automatically deactivates focus mode.
- To restore support for social messaging channels in your account, set up the social messaging functionality in Support > Channel integrations. (Optional).
12 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?
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.
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.
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.
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.
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!
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.
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.
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?
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.
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.
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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