Zendesk Instances Look Different
We have used Zendesk for years for external customer tickets. I recently set up a new, separate Zendesk instance to start using it for internal IT tickets.
The new instance looks quite a bit different, specifically the ticket view and where replies are written. When I click on my profile icon then "About" both instances say they are "Version: 12804 (ec941b134ba7163ce2b2997084158a83b6a28768)", both are the same license/suite type.
Below are examples, first is the instances we have had for 3 years, second is the newest one. I see in recent Zendesk webinars, it appears the second one is the new style I am curious how or when our older instance will be upgraded. Is this something I have to initiate?
OLDER ZENDESK INSTANCE
The second screenshot is for Agent Workspace. On newer instances, it is enabled automatically but on older ones, you have to enable it. There hasn't been a conversion date for all instances but it looks like Zendesk is dedicating most of their updates to only Agent Workspace. So in the long run, converting to Agent Workspace may be the way to go. You can read more here https://support.zendesk.com/hc/en-us/articles/4408821259930-About-the-Zendesk-Agent-Workspace
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