About the Zendesk Agent Workspace


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can use the appropriate channels to address issues, without being restricted to the channel in which the customer originally made contact.


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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issues, without being restricted to the channel in which the customer originally made contact.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
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.
If
your account has approval requests activated, agents can use the context panel to create and respond to approval requests.
If your account has IT
asset management (ITAM) activated, agents can use the context panel to view asset details and assign assets to users.
If your
account has task lists, agents can use the context panel to
add task lists to tickets and mark tasks as
completed.

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.


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