Activating and deactivating the Zendesk Agent Workspace

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12 Comments

  • Sam Bristow

    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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  • Sam Bristow

    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.

    1
  • 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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  • Adrian Bell

    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.

    1
  • 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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  • Jonathan K

    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.

    1
  • Ben Williams

    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.

    1
  • Ranjani Ramnath

    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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  • Dan Cabrera

    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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  • Dave Dyson
    Zendesk Community Manager
    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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