About the Zendesk Agent Workspace

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<p id="docs-hc-snippet" style="display: none;">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can use the appropriate channels to address issues, without being restricted to the channel in which the customer originally made contact.</p>
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<p class="p" dir="ltr">The
Zendesk Agent Workspace enables agents to work seamlessly across Zendesk channels, all within
a single <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882039450" target="_blank">ticket interface</a>. Agents can use the appropriate channels to address
issues, without being restricted to the channel in which the customer originally made contact. </p>
<p class="p" dir="ltr">When <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581758611866" target="_blank">activated</a> 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.</p>
<p class="p">Watch this video for an overview of the Zendesk Agent
Workspace:</p>
<p class="p"><iframe allowfullscreen="true" controls="controls" height="225" src="https://fast.wistia.net/embed/iframe/2rdbbppc8q" width="400"></iframe></p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> <a class="xref" href="https://www.zendesk.com/blog/customer-or-agent-experience/" target="_blank">Read this Zendesk blog post</a> for more tips on
building a great experience for your agents. </div>
</div>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_mct_b21_bhb">
<li class="li" dir="ltr"><a class="xref" href="#topic_j53_h5h_bhb">Sample ticket</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_i4d_45h_bhb">Sample workflow</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_lbc_t5h_bhb">Benefits</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_ivg_v5h_bhb">Additional features</a></li>
<li class="li"><a class="xref" href="#topic_tqs_4ss_tjb">Messaging support in the Zendesk Agent Workspace</a></li>
<li class="li"><a class="xref" href="#topic_xvd_ncf_pcc">Agent copilot support in the Zendesk Agent Workspace</a></li>
</ul>
<div class="p">Related articles<ul class="ul" id="topic-1__ul_l1f_fcm_tkb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827107226" target="_blank">Documentation resources for the Zendesk Agent Workspace</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824058138" target="_blank">Optimizing the Zendesk Agent Workspace</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_j53_h5h_bhb">
<h2 class="title topictitle2" id="ariaid-title2">Sample ticket</h2>
<div class="body">
<p class="p" dir="ltr">The following is a sample ticket in the workspace.</p>
<p class="p"><img class="image img-screenshot" id="topic_j53_h5h_bhb__image_h4d_mpy_bvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_sample_ticket_mce.png" width="730"></p>
<p class="p" dir="ltr">Key elements of this ticket include: </p>
<ul class="ul" id="topic_j53_h5h_bhb__ul_d5c_m5h_bhb">
<li class="li" dir="ltr">Ticket conversations can include email, chat, and voice. Agents can also
receive and reply to <a class="xref" href="#topic_tqs_4ss_tjb">social messages</a>
and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846454682" target="_blank">web messages</a>.</li>
<li class="li">Messaging and chat notifications appear at the top of the page.</li>
<li class="li">Agents can open the call console at the top of the page and manage calls from the
workspace.</li>
<li class="li">With <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149119514" target="_blank">omnichannel routing</a>, 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. </li>
<li class="li">Agents can set <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410545721114" target="_blank">their status</a> from a single, unified menu. </li>
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829170458-Viewing-customer-context-in-a-ticket#topic_ehg_1qz_vkb" target="_blank">Customer context</a> information, including
interaction history, appears on the right side. Agents can use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836526362" target="_blank">context panel</a> to toggle between customer context and apps. <p class="p">If
your account includes a help center, agents can use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826700570" target="_blank">Knowledge panel</a> to search, link, and quote your help center
content in tickets.</p>
<p class="p">If your account has side conversations <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832279962" target="_blank">activated</a>, agents can use the context panel to create and
manage <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844206746" target="_blank">side conversations</a> on a ticket.</p>
<p class="p">If your
account has custom objects <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6073693948058" target="_blank">activated</a>, agents can use the context panel to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6097369527322" target="_blank">preview custom object records related to the ticket</a>.</p>
<p class="p">If
your account has approval requests <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9475816348442" target="_blank">activated</a>, agents can use the context panel to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8481158639770" target="_blank">create</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8481193191322" target="_blank">respond</a> to approval requests.</p>
<p class="p">If your account has IT
asset management (ITAM) <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9817293579674" target="_blank">activated</a>, agents can use the context panel to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9817279885466" target="_blank">view asset details and assign assets to users</a>.</p>
<p class="p">If your
account has <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9676917386650" target="_blank">task lists</a>, agents can use the context panel to
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9676934427418" target="_blank">add task lists to tickets</a> and mark tasks as
completed.</p>
</li>
<li class="li" dir="ltr">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5447690090138" target="_blank">custom layouts</a>, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6070249202202" target="_blank">change the order</a>. </li>
<li class="li" dir="ltr">The visitor path shows a list of websites the requester has viewed. The
interaction history shows a list of Support events.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_i4d_45h_bhb">
<h2 class="title topictitle2" id="ariaid-title3">Sample workflow</h2>
<div class="body">
<p class="p" dir="ltr">Here’s the sample workflow shown in this ticket:</p>
<ul class="ul" id="topic_i4d_45h_bhb__ul_zhp_p5h_bhb">
<li class="li" dir="ltr">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. </li>
<li class="li" dir="ltr">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.</li>
<li class="li" dir="ltr">Instead of keeping Maggie waiting online, Jackie ends the chat and takes a few
minutes to look up the reference number for the refund. </li>
<li class="li" dir="ltr">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. </li>
<li class="li">If Maggie has questions about the refund, Jackie can use the call console in the
workspace to call Maggie and explain details.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_lbc_t5h_bhb">
<h2 class="title topictitle2" id="ariaid-title4">Benefits</h2>
<div class="body">
<p class="p" dir="ltr">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. </p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_ivg_v5h_bhb">
<h2 class="title topictitle2" id="ariaid-title5">Additional features</h2>
<div class="body">
<p class="p">Additional capabilities in the workspace include:</p>
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_ivg_v5h_bhb__simpletable_zkr_1vh_bhb" summary="">
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<th class="stentry" id="d48e305" style="vertical-align:bottom;text-align:left;">Feature</th>
<th class="stentry" id="d48e308" style="vertical-align:bottom;text-align:left;">Description</th>
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<td class="stentry" headers="d48e305" style="vertical-align:top;">
<p class="p"><img class="image img-screenshot" id="topic_ivg_v5h_bhb__image_idg_3xh_bhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aw_tabs_active_mce.png" width="200"></p>
</td>
<td class="stentry" headers="d48e308" style="vertical-align:top;">
<p class="p"> Agents can see the customer’s chat and messaging status in their Support tickets.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844108826" target="_blank">Using ticket tabs to manage conversations</a>.</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d48e305" style="vertical-align:top;"><img class="image img-screenshot" id="topic_ivg_v5h_bhb__image_onv_pxh_bhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_start_end_chat3.png" width="300"></td>
<td class="stentry" headers="d48e308" style="vertical-align:top;">
<p class="p"> Agents can serve or end a chat from the ticket.</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d48e305" style="vertical-align:top;"><img class="image img-screenshot" id="topic_ivg_v5h_bhb__image_z4j_sxh_bhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/agent_status_unified_default_ocr.png" width="300"></td>
<td class="stentry" headers="d48e308" style="vertical-align:top;">
<p class="p"> Agents can set their status for multiple channels from a single, unified status
menu.</p>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d48e305" style="vertical-align:top;"><img class="image img-screenshot" id="topic_ivg_v5h_bhb__image_iw5_ph1_zhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/switcher_call.png" width="200"></td>
<td class="stentry" headers="d48e308" style="vertical-align:top;">Agents can switch to a call and start it directly from within a ticket
conversation.</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d48e305" style="vertical-align:top;"><img class="image img-screenshot" id="topic_ivg_v5h_bhb__image_kqd_34f_djb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_call_controll_in_ticket2.png" width="300"></td>
<td class="stentry" headers="d48e308" style="vertical-align:top;"> Agents can forward, pause, or end calls from the ticket.</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d48e305" style="vertical-align:top;"><img class="image img-screenshot" id="topic_ivg_v5h_bhb__image_wk5_clf_djb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_manage_calls_ocr.png" width="200"></td>
<td class="stentry" headers="d48e308" style="vertical-align:top;"> Agents can use the call console to receive and place calls.</td>
</tr>
</tbody>
</table>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_tqs_4ss_tjb">
<h2 class="title topictitle2" id="ariaid-title6">Messaging support in the Zendesk Agent Workspace</h2>
<div class="body">
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843683226" target="_blank">Receiving and sending messages in the Zendesk Agent
Workspace</a>.</p>
<p class="p"><img class="image img-screenshot" id="topic_tqs_4ss_tjb__image_tsk_x5d_2mb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_social_messaging_about_mce2.png" width="400"></p>
<p class="p">Messaging channels for the Zendesk Agent Workspace are configured in Zendesk Admin Center.
For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827701530" target="_blank">Getting started with web and mobile messaging</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831648794" target="_blank">Getting started with social messaging</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_xvd_ncf_pcc">
<h2 class="title topictitle2" id="ariaid-title7">Agent copilot support in the Zendesk Agent Workspace</h2>
<div class="body">
<p class="p" dir="ltr">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 </p>
<ul class="ul" id="topic_xvd_ncf_pcc__ul_xrq_scf_pcc">
<li class="li" dir="ltr">Ticket summaries</li>
<li class="li" dir="ltr">Suggested first replies</li>
<li class="li" dir="ltr">Suggested macros, and more</li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_xvd_ncf_pcc__image_ryg_ycf_pcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/agent_copilot_sampler.png" width="700"></p>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7908817636378" target="_blank">About agent copilot</a>. </p>
</div>
</div>
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