Zendesk Agent Workspace

6 Comments

  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hi Stan Kutzko,

    Sorry to hear you're having trouble with Zendesk Agent Workspace.  While I don't have a direct answer for you, I do have some resources you might find helpful.

    First, you can absolutely still open a private ticket with Zendesk from within your instance by selecting your profile avatar > 'get help' > 'ask a question' and ask the chatbot to 'talk to an agent.'  Although the conversation is no longer session-based, this just means you can provide your feedback and leave the browser, and your conversation will be waiting for you when you return.

    Although auto-refresh is not native to Zendesk Support, you can 'force' a refresh simply by clicking through your views or using the circular arrow to the right of the word views (you do not need to hard refresh your browser).

    Another option is to install this 3rd party Chrome Extension purpose-built for this functionality.

    Finally, as an absolute worst case scenario, you can always turn off Agent Workspace and revert your interface back to the classic view.  Either way, I suggest you add your feedback to this existing post in our Community.

    Hope this helps!

    Brandon Tidd

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  • Stan Kutzko

    Am I mistaken, are we not forced to upgrade to Agent Workspace?

    If I revert back to the Classic View, will the functionality be there as before?  Will the Classic View be supported going forward?  Is there a sunset date for the Classic View?  I was under the impression that at some point we would need to upgrade as the Classic View would not be supported.   Thank you for the prompt reply.

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  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    Stan Kutzko

    At this time, Agent Workspace is not mandatory, although I would expect it to be at some point. We don't use it since we only use one channel and there's no real benefit for us to switch.

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  • Stan Kutzko

    It will or won't be deprecated? The link to the third-party refresh is not valid?  Not sure why Zendesk would drive me to a third party for functionality that has been native since they started.

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  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    Not sure what you're asking. As of now, there are no plans to deprecate the classic view. I'm just saying that in my opinion, it will go away some day.

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hey Stan Kutzko,

    Sorry for the broken link - here's the correct version:

    https://chrome.google.com/webstore/detail/zendesk-auto-refresh/fienhnlhhgmpnedllhaofmbekocecghf?hl=en

    It's worth noting that this is not a Zendesk supported / recommended solution, rather a solution to a problem that Zendesk has not (yet) offered a fix for.  I'm recommending it as a community moderator (not as an employee of Zendesk).  Hope this helps!

    Brandon

     

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