About the Zendesk Agent Workspace

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All Suites | Team, Growth, Professional, Enterprise, or Enterprise Plus

Support | Team, Professional, or Enterprise

The Zendesk Agent Workspace enables agents to work seamlessly across Zendesk channels, all within a single ticket interface. Agents can use the appropriate channels to address issues, without being restricted to the channel in which the customer originally made contact.

When activated by an administrator, agents can manage all channels within the same interface. They don’t have to switch between dashboards to view and track customers issues. They have a full, customer-centric view of their work, enabling them to provide faster, better, and more personalized service.

Watch this video for an overview of the Zendesk Agent Workspace:

Tip: Read this Zendesk blog post for more tips on building a great experience for your agents.

This article contains the following topics:

Sample ticket

Sample workflow

Benefits

Additional features

Messaging support in the Zendesk Agent Workspace

Agent copilot support in the Zendesk Agent Workspace

Related articles

Documentation resources for the Zendesk Agent Workspace

Resources for migrating to the Zendesk Agent Workspace

Migrating to the Zendesk Agent Workspace

Optimizing the Zendesk Agent Workspace

Sample ticket

The following is a sample ticket in the workspace.

Key elements of this ticket include:

Ticket conversations can include email, chat, and voice. Agents can also receive and reply to social messages and web messages.

Messaging and chat notifications appear at the top of the page.

Agents can open the call console at the top of the page and manage calls from the workspace.

With omnichannel routing, you can automatically direct agent workload across multiple channels to ensure that the highest-priority tickets are assigned to the agents who are most available to work on them.

Agents can set their status from a single, unified menu.

Customer context information, including interaction history, appears on the right side. Agents can use the context panel to toggle between customer context and apps.
If your account includes a help center, agents can use the Knowledge panel to search, link, and quote your help center content in tickets.

If your account has side conversations activated, agents can use the context panel to create and manage side conversations on a ticket.

If your account has custom objects activated, agents can use the context panel to preview custom object records related to the ticket.

To be compatible with messaging and chats and provide a more natural conversation order, ticket comments are arranged from oldest to newest, with the newest comments at the bottom. For customers with plans that support custom layouts, you can change the order.

The visitor path shows a list of websites the requester has viewed. The interaction history shows a list of Support events.

Sample workflow

Here’s the sample workflow shown in this ticket:

While working with Support tickets in her queue, Agent Jackie receives a chat notification from her customer Maggie. Maggie wants to know the status of a refund.

From within the ticket, Jackie replies to Maggie by chat to let her know her refund has been processed. Jackie promises to email Maggie the reference number.

Instead of keeping Maggie waiting online, Jackie ends the chat and takes a few minutes to look up the reference number for the refund.

When Jackie finds the reference number, she sends an email reply to Maggie. She includes the refund reference number and details about the refund status.

If Maggie has questions about the refund, Jackie can use the call console in the workspace to call Maggie and explain details.

Benefits

Jackie likes the workspace because she doesn’t have to swap between her Support tickets, the Chat dashboard, and her office switchboard. She has a clean, unified record of her interactions with Maggie to solve her issue. Jackie can swap seamlessly between channels, picking the best one as appropriate. She uses chats for quick, timely, interactive conversations, relies on email for longer, follow-up communications, and uses phone calls for urgent, sensitive, or complex matters.

Additional features

Additional capabilities in the workspace include:

Feature | Description

Agents can see the customer’s chat and messaging status in their Support tickets. See Using ticket tabs to manage conversations.

Agents can serve or end a chat from the ticket.

Agents can set their status for multiple channels from a single, unified status menu.

| Agents can switch to a call and start it directly from within a ticket conversation.
| Agents can forward, pause, or end calls from the ticket.
| Agents can use the call console to receive and place calls.

Messaging support in the Zendesk Agent Workspace

Social and web messaging are supported in the Zendesk Agent Workspace. When configured, agents can receive and reply to social and web messages in the Zendesk Agent Workspace. These messages appear as part of a unified conversation within the ticket. For more information, see Receiving and sending messages in the Zendesk Agent Workspace.

Messaging channels for the Zendesk Agent Workspace are configured in Zendesk Admin Center. For more information, see Getting started with web and mobile messaging and Getting started with social messaging.

Agent copilot support in the Zendesk Agent Workspace

For customers with the Copilot add-on, agent copilot is supported in the Zendesk Agent Workspace. When activated by an admin, agents can use the powerful auto assist feature to help them solve tickets quickly. Agent copilot also includes other features, such as

Ticket summaries

Suggested first replies

Suggested macros, and more

For more information, see About agent copilot.