Activating the Zendesk Agent Workspace

Location:
Admin Center > Workspaces > Agent tools > Agent
Workspace


The
Zendesk Agent Workspace
enables agents to manage all
channels within the same interface. With the exception of a few legacy
accounts, the Agent
Worspace is activated by default. This article is for legacy accounts
that haven't activated
the Agent Workspace yet.

This article contains the following sections:


Preparing to activate


Activating the Agent Workspace


Related articles:


About the Zendesk Agent Workspace


Migrating to the Zendesk Agent Workspace




Preparing to activate


Before you can activate the Agent Workspace for the first time on
an existing account,
you'll need to migrate your Chat departments into groups. For details,
see
Migrating to the Zendesk Agent Workspace.
For some larger,
high-volume accounts, you may need to work with someone from Zendesk
to activate the
workspace and migrate your account. We provide a
checklist
to help you determine if your account is ready for
migration.


The Agent Workspace is an account-wide setting that impacts all the
agents on your account.
You cannot selectively activate it for certain agents. When you
activate the Agent Workspace, agents must refresh their browsers
to see the change. Make
sure your agents wrap up any chats, calls, or unsaved tickets when
you activate the
workspace. Otherwise, unsaved ticket replies, ongoing chats, and
call recordings may be
lost. When the workspace is activated, Chat tickets cannot be updated
using the Support
mobile app.


If you prefer, you can test out the migration on a Sandbox account
first. This gives you
time to try out the Agent Workspace and train your agents before
using the workspace in a
production environment.




Activating the Agent Workspace


To turn on the Agent Workspace



In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Agent Workspace.

You’ll see a description of some of the main Agent Workspace
features with links to
more information.



Select Turn on the Agent Workspace.


Save your changes.

When the workspace is successfully activated, a warning
message appears for agents currently working in the account.






Make sure your agents wrap up any messages, calls, or unsaved
tickets, then click
Switch workspace.



To prevent application conflicts and potential tracking issues, Zendesk
does not recommend
using the Support
Chat app
with the Zendesk Agent Workspace. When the
Agent Workspace is activated, the Support Chat app is automatically
deactivated on your
account.


To get the full agent experience, after you activate the workspace,
you can set up
social messaging channels
and
web messaging channels
for the Zendesk Agent Workspace.