Recently the community hosted a panel of Zendesk Customers & developers who shared their experiences with upgrading to Agent Workspace. We dug into some of the tips and tricks they’ve used for a seamless upgrade experience, as well as key findings, and the impact of upgrading to Agent Workspace. Highlighting actionable insights on how to get started with your upgrade journey and get access to the latest exciting releases that will only be available on Agent Workspace.
Video Recording
Questions from the Q&A
Q: How long did the upgrade take, and was there any indication when it was complete? What happens if there is an Agent logged in during the process?
A: Near instantaneous. If you don't have Chat, all of your agents would just see a modal pop-up with a button that automatically refreshes the browser. If you have Chat, your agents would see the modal - and they would have to finish all ongoing chats when the upgrade happens, or else all live chats would be immediately ended.
Q: If we're not utilizing Zendesk's chat tool, what are the main changes our agents will expect with the UI change? Anything else to mention for those who do not use the native Chat feature?
A: Agent Workspace integrates directly with the Guide via the Knowledge section in the context panel, where you can see Guide articles alongside your support tickets. Native redaction functionality is only found on Agent Workspace. Agent Workspace also lets you switch channels between email, social messaging, Zendesk messaging, chat, or telephony, with the click of a button, to meet your customers wherever they go. Any net new functionality is only being built on Agent Workspace moving forward as well.
Q: If we're not utilizing Zendesk's chat tool, what are the main changes our agents will expect with the UI change? Anything else to mention for those who do not use the native Chat feature?
A: Agent Workspace integrates directly with the Guide via the Knowledge section in the context panel, where you can see Guide articles alongside your support tickets. Native redaction functionality is only found on Agent Workspace. Agent Workspace also lets you switch channels between email, social messaging, Zendesk messaging, chat, or telephony, with the click of a button, to meet your customers wherever they go. Any net new functionality is only being built on Agent Workspace moving forward as well.
Resources from the event
Presentation Material:
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