The Zendesk Agent Workspace enables agents to manage all channels within the same interface. With the exception of a few legacy accounts, the Agent Worspace is activated by default. This article is for legacy accounts that haven't activated the Agent Workspace, yet.
This article contains the following sections:
Related articles:
Preparing to activate
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 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 ready for migration.
The Agent Workspace is an account-wide setting that impacts all the agents on your account. You cannot selectively activate it for certain agents. When you activate 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 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
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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 for agents currently working in the account.
- Make sure your agents 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.
To get the full agent experience, after you activate the workspace, you can set up social messaging channels and web messaging channels for the Zendesk Agent Workspace.