Fastpath: Admin Center > Workspaces > Agent tools > Agent Workspace
This is a quick overview of some of the main interface changes agents will notice after you upgrade to the Zendesk Agent Workspace. You can use it to compare the standard agent interface and the Agent Workspace. This article covers the basics, additional changes are avaible when you activate features like Zendesk messaging.
This article contains the following sections:
Related articles
Interface comparison
This is an example of a simple ticket before and after the Agent Workspace has been activated.
| Number | Standard agent interface | Agent Workspace |
|---|---|---|
|
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| 1 | Ticket tabs show the ticket number and summary. | Ticket tabs change to show different information depending on the conversation type. See Using ticket tabs. |
| 2 | Customer information is available in a tab on the left side of the interface. | Customer context information (along with apps and knowledge articles) are available from a context panel on the right side of the ticket. See Viewing customer context. Admins can configure the essentials card to show the most relevant information about the ticket requester. |
| 3 | The composer window is at the top of the ticket. The most-recent comments are listed at the top of the ticket. You have to scroll down to see the initial comment from the requester. | The composer window is at the bottom of the ticket. The most-recent comments are listed at the bottom of the ticket for a more-natural conversation flow. You have to scroll up to see the initial comment from the requester. See Sample ticket. |
| 4 | Apps are available from a button on the upper right. | Apps (along with customer context informaton and knowledge articles) are available from a context panel on the right side of the ticket. See Using the context panel. |
| 5 | Ticket actions, like merge and print, are available from a drop-down menu. | Click the options menu icon ( ) to view ticket actions. See Using the conversation header |
| 6 | The toggle between conversations and events is located in a menu below the composer windows. | You can toggle between ticket events and conversations by clicking an icon. You can also filter between public comments and internal notes. See Using the conversation header. |
| 7 | The Apply macro drop-down menu is located beneath the ticket conversation. | The Apply macro drop-down menu is located beneath the ticket properties panel. |
| 8 | Not available | Ticket actions include the ability to translate content. See Translating conversations. |
| 9 | Not available | Agents can serve chats and set chat status directly in the ticket interface. They can combine email, live chat, messaging, and talk conversations in a single ticket, switching easily between each channel type. You can compose different messages for public replies and internal notes at the same time. The drafts are not carried over. See Composing messages. |
| 10 | Not available | Agents can resize the properties panel, to view additional ticket properties as needed. See Resizing the ticket properties panel. |
| 11 | Not available | Agents can resize the context panel to get a better view of apps, customer context, or knowledge articles. See Resizing the context panel. |
| 12 | Not available | Agents can resize the composer window to make room for longer replies and messages. See Resizing the composer window. |
| 13 | Not available | Agents can add color text to their replies to highlight important information. See Changing text color. |
| 14 | Not available | Agents can use the context panel to quickly search for content in your help center to help your customers solve issues. They can also add feedback to flag existing articles. See Searching, linking, and quoting content and Flagging articles in Knowledge. |
| 15 | Not available | Agents can redact sensitive ticket information without installing a separate app. See Redacting ticket content. |
For more information
Refer to these articles for more information about the Agent Workspace:
- For more information about features that are unique to the Agent Workspace, see What new features are available after upgrading?
- For help with upgrading to the Agent Workspace, see Resources for upgrading to the Zendesk Agent Workspace.
- For detailed descriptions of Agent Workspace features, see Documentation resources for the Zendesk Agent Workspace.
6 Comments
Is it possible to revert? I'd like to test the switch by notifying agents, deploying the change, and collecting feedback. If there is significant push back (I'm expecting it would be due to the reverse conversation flow), I'd like to know that the change can be reversed.
Hello mfg,
If you manually activated the Agent Workspace (and your account wasn't part of an automatic upgrade by Zendesk), you can activate and deactivate the workspace as desired. See Activating and deactivating the Zendesk Agent Workspace.
Lisa Kelly - thanks, but I don't have access to the article you've linked - could you update?
Sorry about that mfg. Here is the correct link, and I'll update it above.
Activating and deactivating the Zendesk Agent Workspace
Hey Lisa Kelly, Jennifer Rowe, since this is my first time of a Zendesk update, I have a couple of questions:
I suppose that there will not be any impact, I just want to be 100% confident before making the update.
Thanks
Jorge
Hi Jorge,
In general that is the case, but be sure to review the list of Agent Workspace limitations before you upgrade in case any apply to you. If you have specific concerns about upgrading your account to the Zendesk Agent Workspace, contact Zendesk Customer Support. They can answer any questions you might have about your specific situation.
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