Deep Dive on Adaptable Agent Workspace Event Summary

Our Community hosted a Deep Dive on Adaptable Agent Workspace event on June 1. At the event, Zendesk’s product team shared ways to customize Agent Workspace using layout builder, discussed how to use custom objects, and shared best practices for using group SLAs and reporting. They offered some great suggestions, and we had an interesting discussion on the ways Adaptable Agent Workspaces can improve operational efficiency and answered a ton of excellent questions. We’ve included the top questions answered live and all our event resources that you’re welcome to share with your team.

Video Recording

Top Questions from the Q&A

Q1: How can I make my lean team more efficient without sacrificing CSAT through Agent Workspace?

Focus on one area at a time for improvement, leverage things like macros/shortcuts to reduce the time it takes to first make contact with a connected user, and don't be afraid to use bot deflection to help guide end-users to articles for easy questions like password resets.

Q2: What are the best migration strategies to fully adopt Unified Agent workspaces and their features?

Some great tips are to leverage all of the agent and admin training that is available, if you have a Sandbox to test out changes, try it there, and review our Help Center article for migration. That will help both agents, as well as admins, prepare for the shift and be able to hit the ground running.

Q3: What third-party integrations work well with Agent Workspace, and is Tableau one of them?

Most third-party saas companies that have use cases to integrate with Zendesk have integrations with us, from Shopify, Jira, Confluence, Microsoft Teams, Slack, and hundreds more on the Zendesk Marketplace. And yes, we have a Tableau integration!

Q4: What are the main differences between Agent Workspace compared to past applications?

Agent Workspace integrates directly with the Guide via Knowledge section in the context panel where you could see Guide articles alongside your support tickets. Native redaction functionality is only found on Agent Workspace. Agent Workspace also let's you switch channels between email, social messaging, Zendesk messaging, chat, SMS, internal notes, 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, like Custom Ticket Statuses, OmniChannel Routing, Layout Builder, Unifed Agent Statuses, Intelligent Triage, and Smart Assist.

Q5: We're an enterprise software company and we only receive support requests via tickets, and have a relatively small frontline team of agents. How can Agent Workspace work for us?

Agent Workspace works for teams of all agent size by giving agents more flexibility in how the UI is structured, help admins account for agent capacity when creating routing logic, and of course all new features are being released on Agent Workspace. So the sooner you adopt, the sooner your teams can take advantage of amazing things like Suggested Macros and new AI features.

Q6: How can Adaptable Agent Workspace help improve operational efficiency?

Agent Workspace is geared towards empowering both agents and admins with customizing the UI to better suit the needs of individual agents, help handle incoming tickets with things like Intelligent Triage, providing agents with such things as Suggested Macros to better remove the need to scroll till they find oen that fits the situation, and of course being able to leverage new AI feature releases as they drop!

Q7: Are custom objects available now and/or available to everyone or certain plans?

All Suite plans have access to our current custom objects, but for our new custom objects you can learn more about in our live EAP.

Q8: Given that objects are limited to Zendesk Marketplace apps, is there an app you could recommend to import data from our company admin tool to Zendesk?

This iteration of custom objects is native to Zendesk and isn’t limited to marketplace apps. We’re working on the ability to bulk upload data to custom objects!

Q9: Can we surface only specific ticket fields for specific brands/groups? We use a master ticket form for all brands right now.

This can be achieved by either creating custom layouts in layout builder that includes different forms that contain the fields you need, then setting it against group or brand in Contextual Workspaces. Conditional fields can also be used.