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Managing unified conversations in the Zendesk Agent Workspace

What's my plan? To help you manage unified conversations in the Zendesk Agent Workspace, this topic descri...

Edited Oct 09, 2024

3 votes  ·  10 comments

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Working with Apple Messages for Business in the Agent Workspace

In Agent Workspace, agents can converse with customers who come in through their Apple Messages for Business channe...

Edited Jan 23, 2025

0 votes  ·  0 comments

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Setting your status for messaging and live chat

Tip: If your admin has activated omnichannel routing for your account, this status menu is replaced b...

Edited Mar 20, 2024

0 votes  ·  0 comments

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Automatically accepting live chat and messaging conversations in the Agent Workspace

When your admin turns on auto-accept functionality, the Conversation and Accept buttons no longer appear in the Age...

Edited Jun 21, 2024

0 votes  ·  2 comments

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Using help center content in your tickets without leaving Agent Workspace

What's my plan? Suite Growth, Professional, Enterprise, or Enterprise Plus Support with Guide all ...

Edited Mar 06, 2025

1 vote  ·  6 comments

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Translating live conversations in the Zendesk Agent Workspace

Agents can communicate with end users and even if they are using different languages, using automatic live convers...

Edited Jun 21, 2024

0 votes  ·  0 comments

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Linking, quoting, and pinning help center content to tickets you're working on

What's my plan? Suite Growth, Professional, Enterprise, or Enterprise Plus Support with Guide all p...

Edited Mar 06, 2025

1 vote  ·  11 comments

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11

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Receiving and sending messages in the Zendesk Agent Workspace

What's my plan? Note: You must have the Zendesk Agent Workspace and at least one web or social messaging ch...

Edited Jun 21, 2024

2 votes  ·  32 comments

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Receiving and placing calls in the Zendesk Agent Workspace

What's my plan? This article describes a few of the main talk features that you can use in the Zendesk Age...

Edited Aug 05, 2024

1 vote  ·  4 comments

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Using the notifications list to manage conversations

What's my plan? This article describes how to use your notifications list to manage your social and web mes...

Edited Mar 04, 2025

2 votes  ·  18 comments

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18

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Using ticket tabs to manage conversations

What's my plan? This article describes how to use tabs to help manage conversations in Zendesk agent interf...

Edited Dec 04, 2024

3 votes  ·  26 comments

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Setting your agent status for Support, Messaging, and Talk with omnichannel routing

What's my plan? Tip: If you're not using omnichannel routing, see Setting your Talk agent status and Setting yo...

Edited Aug 28, 2024

2 votes  ·  19 comments

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Working with authenticated end users in the Zendesk Agent Workspace

What's my plan? If enabled by a Zendesk administrator, agents can work with authenticated Chat visitors and authen...

Edited Jun 21, 2024

1 vote  ·  4 comments

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4

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Flagging articles for updates while working on tickets

What's my plan? Suite Growth, Professional, Enterprise, or Enterprise Plus Support with Guide all ...

Edited Mar 06, 2025

0 votes  ·  17 comments

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17

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Creating and requesting articles while working on tickets

What's my plan? Suite Growth, Professional, Enterprise, or Enterprise Plus Support with Guide all ...

Edited Mar 06, 2025

2 votes  ·  29 comments

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29

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Searching for help center content relevant to tickets from Agent Workspace

What's my plan? Suite Growth, Professional, Enterprise, or Enterprise Plus Support with Guide all ...

Edited Mar 06, 2025

5 votes  ·  37 comments

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Viewing user profiles from Help Center

When profiles are enabled in Help Center, users can click any user name on an article, post, or comment to op...

Edited Jan 03, 2023

4 votes  ·  9 comments

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Viewing a Help Center for one of your brands

What's my plan? If you have Help Centers for multiple brands, you can easily switch from one He...

Edited Aug 15, 2024

3 votes  ·  6 comments

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Viewing your Help Center activity for articles, posts, and comments in your Support profile

What's my plan? Suite All plans Support All plans Support with Guide all plans Yo...

Edited Mar 06, 2025

5 votes  ·  4 comments

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Setting up your browser or phone for calls

What's my plan? Suite All plans Support with Talk all plans With Zendesk Talk, you can ...

Edited Mar 05, 2025

24 votes  ·  17 comments

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Setting your Talk agent state

What's my plan? Suite All plans Support with Talk all plans Note: If your admin has turned...

Edited Mar 05, 2025

7 votes  ·  20 comments

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20

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Receiving and making calls in Zendesk Talk

What's my plan? Suite All plans Support with Talk all plans Once you've set up your browser...

Edited Mar 05, 2025

28 votes  ·  1 comment

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Receiving incoming calls

What's my plan? Suite All plans Support with Talk all plans If you're in Zendesk, online, a...

Edited Mar 05, 2025

5 votes  ·  13 comments

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Making outbound calls

What's my plan? Suite All plans Support with Talk all plans You can make outbound calls fro...

Edited Mar 05, 2025

3 votes  ·  36 comments

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Putting calls on hold or mute

What's my plan? Suite All plans Support with Talk all plans While on a call, you can put th...

Edited Mar 05, 2025

2 votes  ·  4 comments

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4

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Transferring calls

What's my plan? Suite All plans Support with Talk all plans You can transfer Talk calls to...

Edited Mar 05, 2025

6 votes  ·  25 comments

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25

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Adding a third-party to a conference call

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Talk Professional o...

Edited Mar 05, 2025

1 vote  ·  3 comments

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3

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Ending Talk calls

What's my plan? Suite All plans Support with Talk all plans You can end a call manually by h...

Edited Mar 05, 2025

3 votes  ·  3 comments

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Pausing and resuming call recordings with agent recording controls

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Talk Professional ...

Edited Mar 05, 2025

2 votes  ·  2 comments

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Returning callback requests (Talk Professional and Enterprise)

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Talk Professional ...

Edited Mar 05, 2025

0 votes  ·  2 comments

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