| Announced on | Rollout starts | Rollout ends |
| November 11, 2024 | November 11, 2024 | November 25, 2024 |
Zendesk is excited to announce the addition of roles as a condition for applying contextual workspaces, allowing admins to define workspaces based on any of the standard or custom roles they have in their account.
This announcement includes the following topics:
What is changing?
Until now, contextual workspaces primarily supported configuration based on specific ticket fields. We are excited to announce that you can now define conditions based on standard roles (such as agent, admin, or light agent) and custom roles (such as advisor or guided mode agent) that are based on custom-defined permissions.
Standard (system) role condition
Custom role condition
See Setting workspace conditions for more information.
With the addition of roles as a condition, admins can also use existing contextual workspace settings to select layouts, choose which forms to display upfront, organize the order of apps, prioritize macros, and more, ensuring a customized experience for your agents.
Why is Zendesk making this change?
Zendesk recognizes the significance of granular control in role management and understands that the Role field is essential for many customers when configuring their workspaces. The introduction of the Role field will greatly enhance the ability to configure both standard and custom roles, providing increased flexibility and ultimately improving ticket resolution efficiency.
What do I need to do?
No action is required; this change is being rolled out to all accounts eligible for contextual workspaces, and you can continue using Zendesk as you have up until now. You must have an Enterprise account or higher to use contextual workspaces.
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.