Announced on | Rollout on |
November 18, 2024 | January 27, 2025 |
This announcement is for Agent Workspace customers who have side conversations activated in their account. Starting January 27, 2025, Zendesk is consolidating access to side conversations for Agent Workspace users by offering it exclusively from the context panel. This location provides you with the most room for viewing and drafting messages without obstructing ticket views.
This announcement answers the following questions:
What is changing?
Today, Agent Workspace users can interact with side conversations from the context panel or from the top toolbar in the ticket interface. After January 27, 2025, side conversations will be available exclusively in the context panel for all users with side conversations and the Agent Workspace activated.
In Agent Workspace, the setting to configure side conversations in the context panel will no longer be required. Side conversations in the context panel will be activated automatically.
You can also choose if a conversation's thread count displays in the context panel.
Turning this option on shows a thread count even when you're not on the side conversation panel.
Why is Zendesk making this change?
Zendesk is making this change to provide a more organized and efficient way to manage side conversations. Using side conversations from the context panel gives you more space for better visibility and drafting of messages without obstructing the ticket view. The context panel is resizable, which ensures that you can focus on conversations while maintaining a clear view of relevant ticket information.
What do I need to do?
- There are no changes to side conversations for our customers using the standard agent interface (those without Agent Workspace activated). Also there are no charges for access to the context panel that Agent Workspace provides.
- After January 27, 2025, Zendesk’s Agent Workspace users can interact with side conversations exclusively by clicking the side conversations icon (
) in the context panel. They will not require access to the setting to turn off side conversations in the context panel. They’ll notice that the ability to interact with side conversations from the toolbar at the top of tickets will no longer be available.
If desired, customers with Professional plans or higher can use custom layouts to configure the location of side conversations. They can keep side conversations in the context panel or create a custom layout that moves side conversations to the main ticket interface.
In addition to using the context panel to start a side conversation, anyone (agents or admins) can create a personal macro for side conversations. Administrators can also create shared macros for side conversations. You may want to use macros to start side conversations to ensure that key information is included automatically when the conversation is started.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
1 comment
Colleen Hall
The rollout date has been extended from January 13, 2025 to January 27, 2025.
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