Evaluating your account for upgrading to the Zendesk Agent Workspace

To ensure a smooth transition to theZendesk Agent Workspace, this article provides a checklist to help you upgrade. If your account has multiple subdomains, review these guidelines for each subdomain you support.


What's my plan?







All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus










Support

Team, Professional, or Enterprise









To ensure a smooth transition to the Zendesk Agent Workspace, this article provides a checklist to help
you upgrade. If your account has multiple subdomains, review these guidelines for each
subdomain you support.
Zendesk has found that, on average, companies that upgrade see significant
improvements to customer reply and resolution times after moving over.
As product development continues, Zendesk is working hard to make sure the upgrade goes
smoothly for all account types. We recommend you refer to this article periodically for the
latest information.
This article includes the following topics:

Self assessment questions
Next steps



Self assessment questions









Questions
Checklist




Account-wide questions


Does your account have a large number of agents (500 or more)?





Do you use any of the following services for your account: Enterprise
Plus, Premier + Pro, or BPO (business processing outsourcers)?





Do your agents rely on mobile apps? For example, the Support mobile app on IOS or
Android.





Is your Data Center Location (DCL) a critical part
of your business?





Does your business have any major initiatives pending in the near
future that might cause concern for an interface change? For example, a holiday
sales rush.





Chat questions


Does your account serve a large number of chats, or have a large
number of Chat-only agents?





Are you currently using Chat apps that are important to your agent
workflow? Zendesk does not recommend using the Support Chat app with the Zendesk
Agent Workspace.





Do you need to host multiple-agent chats, export
chat transcripts, start proactive chats, or ban chat visitors?






Messaging questions (more information on messaging)


Do you expect to have over 4000 messaging agents online at the same
time?





Do you need SLA support on messaging channels?





If you are currently using skills-based routing, are you expecting to
use this feature to manage messaging channels?





Do you need to use Explore reports with your messaging
channels?










Next steps

If you answered Yes to any of these questions, contact your account representative
or Zendesk Customer Support to help you further evaluate your account
and provide assistance with the upgrade. If all your answers were No, you should be a
good candidate to upgrade. See Migrating to the Zendesk Agent Workspace.
If you see any issues or concern for upgrading, we recommend contacting your
account representative or Zendesk Customer Support before you upgrade. Also see Limitations in the Zendesk Agent Workspace.


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