Activating and deactivating the Zendesk Agent Workspace

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15 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.

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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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  • 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.

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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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  • 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.

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  • 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.

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  • 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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  • Scott Riesebosch

    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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  • Matt

    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 Felicia
    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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