Documentation resources for the Zendesk Agent Workspace

Documentation resources for the basic features For agents
About the Zendesk Agent Workspace
Quick reference: Before and after activating the Agent Workspace
Serving chats in the Zendesk Agent Workspace
Receiving and placing calls in the Zendesk Agent Workspace
Receiving and sending messages in the Zendesk Agent Workspace
Managing conversations in the Zendesk Agent Workspace
Composing messages in the Zendesk Agent Workspace

Writing drafts of public replies in tickets

Checking spelling and grammar in ticket conversations
Sharing chats with other agents
Working with authenticated Chat visitors
Viewing customer context
Using ticket tabs to manage conversations
Working with Chat tags in the Zendesk Agent Workspace
Translating conversations in the Zendesk Agent Workspace
Using the context panel in the Zendesk Agent Workspace
Resizing the ticket properties panel
Redacting ticket content
Searching, linking, and quoting content in tickets
Flagging articles in Knowledge
Managing app shortcuts
Using Agent Home to to manage your work efficiently
Using dark mode to increase agent display options
Using split view on Agent Home (EAP)
Limitations
For administrators
Best practices for getting the most out of Agent Home
Optimizing the Zendesk Agent Workspace
Resource recommendations for the Zendesk Agent Workspace
Evaluating your account for upgrading to the Zendesk Agent Workspace
Resources for upgrading to the Zendesk Agent Workspace
Migrating to the Zendesk Agent Workspace
Activating the Zendesk Agent Workspace
Using the Chat dashboard with the Zendesk Agent Workspace
Managing groups of agents in the Zendesk Agent Workspace
Enabling secure chat attachments in the Zendesk Agent Workspace
Configuring the context panel in the Zendesk Agent Workspace
Enabling focus mode for voice and chat in the Zendesk Agent Workspace
Assessing my apps for migration to the Zendesk Agent Workspace
About omnichannel routing with unified agent status
Activating custom ticket statuses
About custom layouts
Resources for using custom layouts
Managing shared app shortcuts
Using AI to summarize and enhance ticket comments
Configuring the essentials card
Understanding custom objects
Configuring the conversation flow and composer location in tickets
Activating and deactivating dark mode for your account
Support recipe: Creating a view to replicate the legacy agent dashboard
Support recipe: Creating a view to show CSAT ratings without the legacy agent dashboard
Documentation resources for messaging For agents
Messaging support in the Zendesk Agent Workspace
Agent Workspace for Zendesk Messaging
Receiving and sending messages in the Zendesk Agent Workspace
Using the notifications list to manage conversations
Automatically accepting conversations in Agent Workspace
Collaborating on messaging conversations
For administrators
About messaging channels for the Zendesk Agent Workspace
Zendesk messaging
Turning on auto-accept functionality
Adding Facebook Messenger channels to the Zendesk Agent Workspace
Adding X Corp DM channels to the Zendesk Agent Workspace
Adding WhatsApp channels to the Zendesk Agent Workspace
Adding WeChat channels to the Zendesk Agent Workspace
Adding LINE channels to the Zendesk Agent Workspace
Adding Sunshine Conversations channels to the Zendesk Agent Workspace
Sending automatic responses to social messages
Messaging reporting in the Zendesk Agent Workspace
Migrating social messaging channels to the Zendesk Agent Workspace (Facebook Messenger, X Corp DM)
Migrating social messaging channels to the Zendesk Agent Workspace (WhatsApp, LINE, WeChat)
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