Quick reference: Before and after activating the Agent Workspace

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<p id="docs-hc-snippet" style="display: none;">This is a quick overview of some of the main interface changes agents will notice after you upgrade to theZendesk Agent Workspace. You can use it to compare the standard agent interface and the Agent Workspace. This article covers the basics, additional changes are available when you activate features like Zendesk messaging.</p>
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<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Workspaces &gt; Agent tools &gt; Agent
Workspace</span>
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<p class="p" dir="ltr">This is a quick overview of some of the main interface changes agents will notice
after you upgrade to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank">Zendesk Agent Workspace</a>. You can use it to compare the standard
agent interface and the Agent Workspace. This article covers the basics, additional changes
are available when you activate features like Zendesk messaging.</p>
<p class="p">This article contains the following sections:</p>
<ul class="ul" id="topic-1__ul_vhy_5d3_b3b">
<li class="li"><a class="xref" href="#topic_qgj_gd3_b3b">Interface comparison</a></li>
<li class="li"><a class="xref" href="#topic_gdb_ndy_p5b">For more information</a></li>
</ul>
<p class="p"><strong class="ph b">Related articles</strong></p>
<ul class="ul" id="topic-1__ul_tft_dql_tkb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank">About the Zendesk Agent Workspace</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4583448479514" target="_blank">Migrating to the Zendesk Agent Workspace</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_qgj_gd3_b3b">
<h2 class="title topictitle2" id="ariaid-title2">Interface comparison</h2>
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<p class="p">This is an example of a simple ticket before and after the Agent Workspace has been
activated.</p>
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_qgj_gd3_b3b__simpletable_ukr_b2y_p5b" summary="">
<col style="width:12.254901960784313%">
<col style="width:41.911764705882355%">
<col style="width:45.833333333333336%">
<thead>
<tr class="sthead">
<th class="stentry" id="d48e85" style="vertical-align:bottom;text-align:left;">Number</th>
<th class="stentry" id="d48e88" style="vertical-align:bottom;text-align:left;">Standard agent interface</th>
<th class="stentry" id="d48e91" style="vertical-align:bottom;text-align:left;">Agent Workspace</th>
</tr>
</thead>
<tbody>
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<td class="stentry" headers="d48e85" style="vertical-align:top;"> </td>
<td class="stentry" headers="d48e88" style="vertical-align:top;"><img class="image" id="topic_qgj_gd3_b3b__image_y3n_myg_q5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aw_before_upgrade_compare.png" width="350"></td>
<td class="stentry" headers="d48e91" style="vertical-align:top;"><img class="image" id="topic_qgj_gd3_b3b__image_fgl_nyg_q5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aw_after_upgrade_compare.png" width="350"></td>
</tr>
<tr class="strow">
<td class="stentry" headers="d48e85" style="vertical-align:top;">1</td>
<td class="stentry" headers="d48e88" style="vertical-align:top;">Ticket tabs show the ticket number and summary.</td>
<td class="stentry" headers="d48e91" style="vertical-align:top;">Ticket tabs change to show different information depending on the conversation
type. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844108826" target="_blank">Using ticket tabs</a>.</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d48e85" style="vertical-align:top;">2</td>
<td class="stentry" headers="d48e88" style="vertical-align:top;">Customer information is available in a tab on the left side of the
interface.</td>
<td class="stentry" headers="d48e91" style="vertical-align:top;">Customer context information (along with apps and knowledge articles) are
available from a context panel on the right side of the ticket. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829170458" target="_blank">Viewing customer context</a>. Admins can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5768595554714" target="_blank">configure the user profile card</a> to show the most relevant
information about the ticket requester.</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d48e85" style="vertical-align:top;">3</td>
<td class="stentry" headers="d48e88" style="vertical-align:top;">The composer window is at the top of the ticket. The most-recent comments are
listed at the top of the ticket. You have to scroll down to see the initial comment from
the requester. </td>
<td class="stentry" headers="d48e91" style="vertical-align:top;">The composer window is at the bottom of the ticket. The most-recent comments are
listed at the bottom of the ticket for a more-natural conversation flow. You have to
scroll up to see the initial comment from the requester. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930#topic_j53_h5h_bhb" target="_blank"> Sample ticket</a>.</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d48e85" style="vertical-align:top;">4</td>
<td class="stentry" headers="d48e88" style="vertical-align:top;">Apps are available from a button on the upper right. </td>
<td class="stentry" headers="d48e91" style="vertical-align:top;">Apps (along with customer context information and knowledge articles) are
available from a context panel on the right side of the ticket. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836526362" target="_blank">Using the context panel</a>. Agents can add shortcuts to access
their favorite apps. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6066877041690" target="_blank">Managing app shortcuts</a>.</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d48e85" style="vertical-align:top;">5</td>
<td class="stentry" headers="d48e88" style="vertical-align:top;">Ticket actions, like merge and print, are available from a drop-down menu. </td>
<td class="stentry" headers="d48e91" style="vertical-align:top;">Click the options menu icon (<img class="image" id="topic_qgj_gd3_b3b__image_wfm_btg_q5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) to view ticket actions. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823962906#topic_n4m_fyc_zlb" target="_blank">Using the conversation header</a>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d48e85" style="vertical-align:top;">6</td>
<td class="stentry" headers="d48e88" style="vertical-align:top;">The toggle between conversations and events is located in a menu below the
composer windows.</td>
<td class="stentry" headers="d48e91" style="vertical-align:top;">You can toggle between ticket events and conversations by clicking an icon. You
can also filter between public comments and internal notes. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823962906#topic_n4m_fyc_zlb" target="_blank">Using the conversation header</a>.</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d48e85" style="vertical-align:top;">7</td>
<td class="stentry" headers="d48e88" style="vertical-align:top;">The Apply macro drop-down menu is located beneath the ticket conversation. </td>
<td class="stentry" headers="d48e91" style="vertical-align:top;"> The Apply macro drop-down menu is located beneath the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4418444462618" target="_blank">ticket properties panel</a>. </td>
</tr>
<tr class="strow">
<td class="stentry" headers="d48e85" style="vertical-align:top;">8</td>
<td class="stentry" headers="d48e88" style="vertical-align:top;">Not available</td>
<td class="stentry" headers="d48e91" style="vertical-align:top;">Ticket actions include the ability to translate content. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832500506" target="_blank">Translating conversations.</a>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d48e85" style="vertical-align:top;">9</td>
<td class="stentry" headers="d48e88" style="vertical-align:top;">Not available</td>
<td class="stentry" headers="d48e91" style="vertical-align:top;">Agents can serve chats and set chat status directly in the ticket interface. They
can combine email, live chat, messaging, and talk conversations in a single ticket,
switching easily between each channel type. You can compose different messages for
public replies and internal notes <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831849882#topic_xxq_zmf_vsb" target="_blank">at the same time.</a> The drafts are not carried
over. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831849882" target="_blank">Composing messages.</a>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d48e85" style="vertical-align:top;">10</td>
<td class="stentry" headers="d48e88" style="vertical-align:top;">Not available</td>
<td class="stentry" headers="d48e91" style="vertical-align:top;">Agents can resize the properties panel, to view additional ticket properties as
needed. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4418444462618" target="_blank">Resizing the ticket properties panel</a>.</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d48e85" style="vertical-align:top;">11</td>
<td class="stentry" headers="d48e88" style="vertical-align:top;">Not available</td>
<td class="stentry" headers="d48e91" style="vertical-align:top;">Agents can resize the context panel to get a better view of apps, customer
context, or knowledge articles. See<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836526362#topic_jr5_lbq_prb" target="_blank"> Resizing the context panel</a>.</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d48e85" style="vertical-align:top;">12</td>
<td class="stentry" headers="d48e88" style="vertical-align:top;">Not available</td>
<td class="stentry" headers="d48e91" style="vertical-align:top;">Agents can resize the composer window to make room for longer replies and
messages. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831849882#topic_s55_zzg_rmb" target="_blank">Resizing the composer window</a>.</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d48e85" style="vertical-align:top;">13</td>
<td class="stentry" headers="d48e88" style="vertical-align:top;">Not available</td>
<td class="stentry" headers="d48e91" style="vertical-align:top;">Agents can add color text to their replies to highlight important information.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831849882#topic_vpl_wfh_1qb" target="_blank">Changing text color</a>. </td>
</tr>
<tr class="strow">
<td class="stentry" headers="d48e85" style="vertical-align:top;">14</td>
<td class="stentry" headers="d48e88" style="vertical-align:top;">Not available</td>
<td class="stentry" headers="d48e91" style="vertical-align:top;">Agents can use the context panel to quickly search for content in your help
center to help your customers solve issues. They can also add feedback to flag existing
articles. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826700570" target="_blank">Searching, linking, and quoting content</a> and
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826160922" target="_blank">Flagging articles in Knowledge</a>.</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d48e85" style="vertical-align:top;">15</td>
<td class="stentry" headers="d48e88" style="vertical-align:top;">Not available</td>
<td class="stentry" headers="d48e91" style="vertical-align:top;">Agents can redact sensitive ticket information without installing a separate app.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846470170" target="_blank">Redacting ticket content</a>.</td>
</tr>
</tbody>
</table>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_gdb_ndy_p5b">
<h2 class="title topictitle2" id="ariaid-title3">For more information</h2>
<div class="body">
<p class="p">Refer to these articles for more information about the Agent Workspace: </p>
<ul class="ul" id="topic_gdb_ndy_p5b__ul_x3y_wdy_p5b">
<li class="li" dir="ltr">For more information about features that are unique to the Agent Workspace,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4484160121498-About-automatically-upgrading#h_01GAVG9HPG7DA8ZXDNTRVPFT6A" target="_blank">What new features are available after
upgrading?</a>
</li>
<li class="li" dir="ltr">For detailed descriptions of Agent Workspace features, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827107226" target="_blank">Documentation resources for the Zendesk Agent Workspace</a>. </li>
</ul>
</div>
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