Documentation resources for the Zendesk Agent Workspace

What's my plan?

All Suites | Team, Growth, Professional, Enterprise, or Enterprise Plus

Support | Team, Professional, or Enterprise

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

Managing unified 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

Limitations

For administrators

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

Best practices for getting the most out of Agent Home

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

Training and community resources

Take a tour

Upgrading to Agent Workspace (for admins)

Upgrading to Agent Workspace (for agents)

Join the community

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)