This topic describes how Zendesk administrators work with the Zendesk Agent Workspace.
Other than enabling or disabling the workspace and mapping Support groups to Chat departments, there are no special Chat, Talk, or Support settings required to administer the agent workspace. For example, business rules for routing, triggers, automations, and macros that you set in Support are enforced; Chat agents receive incoming chat requests based on the settings you selected for chat routing; and, if all Talk agents are away, incoming calls continue to be queued and the values you have set for maximum queue size and maximum queue wait time are in effect.
Support tasks for administrators
To use the agent workspace, make sure Support is set up on your account. This includes:
Use the Email administration page to add any additional email address you want to use on your site, set email preferences, or customize your email templates. For more information, see Getting started with email.
Add Support agents
Use the People administration page to add and manage Zendesk users, groups, and organizations. Each new agent you add receives a welcome email and verification link. For more information, see Adding agents and administrators.
Set up Zendesk Chat from Zendesk Support
To install and configure Zendesk Chat-Support integration, see Setting up Zendesk Chat from Support.
Chat tasks for administrators
To use Chat in the agent workspace, make sure Chat is set up on your account. This includes:
Set up and embed the Web Widget. To use Zendesk Chat with the Web Widget, enable Chat on the Web Widget and configure Chat settings. For more information, see Configuring components in the Web Widget and Setting up Chat in the Web Widget.
Add Chat agents
Make sure Chat is enabled for agents who serve chats. See Making an agent available to Chat.
Set up operating hours
Set up chat operating hours for your agents. See Creating a schedule with operating hours (Professional and Enterprise).
Enable Chat ratings (optional)
Set up Chat ratings for your account. To allow visitors to rate their chats with your agents, open the Chat dashboard and select Enable satisfaction ratings from Widget > Settings. See Enabling and viewing Chat ratings.
Enable authenticated visitors (optional)
Talk tasks for administrators
To use Talk in the agent workspace, make sure Talk is set up on your account. This includes:
Select a phone number
To use Talk, you'll need to purchase a phone number from Zendesk. You can purchase this number from directly within Talk. For more information, see Adding Zendesk Talk numbers.
Enable Talk on the Web Widget
To use Zendesk Talk with the Web Widget, create a configuration that defines how to handle Talk requests that originate from the Web Widget. For more information, see Configuring Zendesk Talk settings for the Web Widget.
Manage Talk settings
Once your number is set up, you can configure or change Talk settings. For details about all of the things you can do with Talk, see Zendesk Talk resources.
Add Talk agents
Make sure Talk is enabled for agents who take calls. See Controlling access to Zendesk Talk.
Mapping Support groups to Chat departments
For Chat transfers to work properly, make sure the Support groups in your account are mapped to your Chat departments. If you are the administrator for agent workspaces, work with your Zendesk EAP account manager to complete the mapping or follow these instructions. If you're not familiar with your Zendesk EAP account manager, contact firstname.lastname@example.org for more information or post a message on the Agent Workspace EAP community site.
About the agent experience
When the Zendesk Agent Workspace is enabled on your account, the change applies to all your agents. Here's what your agents will see:
- Agents with Support, Chat, and Talk enabled will see a fully-unified conversation experience. They have access to all existing Support features, but they can also use Chat, and Talk controls directly from the Support ticket interface. For more information, see Using the Zendesk Agent Workspace.
- Agents with Support and Chat enabled will see a fully-unified conversation experience, but without the Talk controls. They have access to all existing Support features, but they can also use Chat controls directly from the Support ticket interface.
- Agents with only Support enabled will see a standard ticket interface - with one exception. For ticket comments, the most-recent replies appear at the bottom of the conversation, instead of the top. This change is necessary to keep conversation flows consistent across chats and emails.