Evaluating your account for upgrading to the Zendesk Agent Workspace

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
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<p class="p" dir="ltr">To ensure a smooth transition to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank">Zendesk Agent Workspace</a>, this article provides a checklist to help
you upgrade. If your account has multiple subdomains, review these guidelines for each
subdomain you support.</p>
<p class="p" dir="ltr">Zendesk has found that, on average, companies that upgrade see significant
improvements to customer reply and resolution times after moving over. </p>
<p class="p">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. </p>
<p class="p">This article includes the following topics:</p>
<ul class="ul" id="topic-1__ul_mct_b21_bhb">
<li class="li" dir="ltr"><a class="xref" href="#topic_inp_5fc_zpb">Self assessment questions</a></li>
<li class="li"><a class="xref" href="#topic_sng_zjc_zpb">Next steps</a></li>
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<h2 class="title topictitle2" id="ariaid-title2">Self assessment questions</h2>
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<th class="entry cellrowborder" id="d48e75">Questions</th>
<th class="entry cellrowborder" id="d48e78">Checklist</th>
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<td class="entry cellrowborder" colspan="2" headers="d48e75 d48e78"><strong class="ph b">Account-wide questions</strong></td>
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<td class="entry cellrowborder" dir="ltr" headers="d48e75">Does your account have a large number of agents (500 or more)? </td>
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<td class="entry cellrowborder" dir="ltr" headers="d48e75">Do you use any of the following services for your account: Enterprise
Plus, Premier + Pro, or<a class="xref" href="https://www.zendesk.com/blog/need-customer-service-bpo/" target="_blank"> BPO</a> (business processing outsourcers)?</td>
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<p class="p"></p>
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<td class="entry cellrowborder" dir="ltr" headers="d48e75">Do your agents rely on mobile apps? For example, the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846454682#topic_idc_qnc_gnb" target="_blank">Support mobile app on IOS or
Android</a>.</td>
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<p class="p"></p>
</td>
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<td class="entry cellrowborder" dir="ltr" headers="d48e75">Is your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821805338#topic_lts_bdf_vpb" target="_blank">Data Center Location</a> (DCL) a critical part
of your business?</td>
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<p class="p"></p>
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<td class="entry cellrowborder" dir="ltr" headers="d48e75">Does your business have any major initiatives pending in the near
future that might cause concern for an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821805338#topic_f2b_hgp_wnb" target="_blank">interface change</a>? For example, a holiday
sales rush. </td>
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<p class="p"></p>
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<td class="entry cellrowborder" colspan="2" headers="d48e75 d48e78"><strong class="ph b">Chat questions</strong></td>
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<td class="entry cellrowborder" dir="ltr" headers="d48e75">Does your account serve a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821805338#topic_f2b_hgp_wnb" target="_blank">large number</a> of chats, or have a large
number of Chat-only agents?</td>
<td class="entry cellrowborder" headers="d48e78">
<p class="p"></p>
</td>
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<td class="entry cellrowborder" dir="ltr" headers="d48e75">Are you currently using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821805338#topic_f2b_hgp_wnb" target="_blank">Chat apps</a> that are important to your agent
workflow? Zendesk does not recommend using the Support Chat app with the Zendesk
Agent Workspace.</td>
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<p class="p"></p>
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<td class="entry cellrowborder" dir="ltr" headers="d48e75">Do you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821805338#topic_f2b_hgp_wnb" target="_blank">need to</a> host multiple-agent chats, export
chat transcripts, start proactive chats, or ban chat visitors? </td>
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<strong class="ph b">Messaging questions</strong> (more information on <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882490778" target="_blank">messaging</a>)</td>
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<td class="entry cellrowborder" dir="ltr" headers="d48e75">Do you expect to have over <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846454682-About-Zendesk-messaging#topic_dk3_rnc_gnb" target="_blank">4000 messaging</a> agents online at the same
time?</td>
<td class="entry cellrowborder" headers="d48e78">
<p class="p"></p>
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<td class="entry cellrowborder" dir="ltr" headers="d48e75">Do you need <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821805338#topic_u4c_wzp_wnb" target="_blank">SLA support</a> on messaging channels?</td>
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<p class="p"></p>
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<td class="entry cellrowborder" dir="ltr" headers="d48e75">If you are currently using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821805338#topic_u4c_wzp_wnb" target="_blank">skills-based routing</a>, are you expecting to
use this feature to manage messaging channels? </td>
<td class="entry cellrowborder" headers="d48e78">
<p class="p"></p>
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<td class="entry cellrowborder" dir="ltr" headers="d48e75">Do you need to use Explore <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822342938#topic_f1d_bcq_gmb" target="_blank">reports</a> with your messaging
channels?</td>
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<h2 class="title topictitle2" id="ariaid-title3">Next steps</h2>
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<p class="p">If you answered <em class="ph i">Yes</em> to any of these questions, contact your account representative
or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer Support</a> to help you further evaluate your account
and provide assistance with the upgrade. If all your answers were <em class="ph i">No</em>, you should be a
good candidate to upgrade. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834051738" target="_blank">Migrating to the Zendesk Agent Workspace</a>.</p>
<p class="p" dir="ltr">If you see any issues or concern for upgrading, we recommend contacting your
account representative or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer Support</a> before you upgrade. Also see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821805338" target="_blank">Limitations in the Zendesk Agent Workspace</a>.</p>
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