Activating the Zendesk Agent Workspace

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<p id="docs-hc-snippet" style="display: none;">TheZendesk Agent Workspaceenables 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.</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Workspaces &gt; Agent tools &gt; Agent
Workspace</span>
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<p class="p" dir="ltr">The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank">Zendesk Agent Workspace</a> 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.</p>
<p class="p">This article contains the following sections:</p>
<ul class="ul" id="topic-1__ul_vhy_5d3_b3b">
<li class="li"><a class="xref" href="#topic_jpk_lwg_rlb">Preparing to activate</a></li>
<li class="li"><a class="xref" href="#topic_xjc_3d3_b3b">Activating the Agent Workspace</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="topic-1__ul_tft_dql_tkb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank">About the Zendesk Agent Workspace</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4583448479514" target="_blank">Migrating to the Zendesk Agent Workspace</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_jpk_lwg_rlb">
<h2 class="title topictitle2" id="ariaid-title2">Preparing to activate</h2>
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<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4583448479514" target="_blank">Migrating to the Zendesk Agent Workspace</a>. For some larger,
high-volume accounts, you may need to work with someone from Zendesk to activate the
workspace and migrate your account. </p>
<p class="p">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.</p>
<p class="p">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.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_xjc_3d3_b3b">
<h2 class="title topictitle2" id="ariaid-title3">Activating the Agent Workspace</h2>
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<p class="p"><strong class="ph b">To turn on the Agent Workspace</strong></p>
<ol class="ol" id="topic_xjc_3d3_b3b__ol_o55_2h3_b3b">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_xjc_3d3_b3b__d8e1089" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Agent Workspace</strong>.</span><p class="p">You’ll see a description of some of the main Agent Workspace features with links to
more information.</p>
</li>
<li class="li">Select <strong class="ph b">Turn on the Agent Workspace</strong>.</li>
<li class="li">
<strong class="ph b">Save</strong> your changes.<p class="p">When the workspace is successfully activated, a warning
message appears for agents currently working in the account.</p>
<p class="p"><img class="image" id="topic_xjc_3d3_b3b__image_kqk_2s4_4qb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_enable_warning.png" width="300"></p>
</li>
<li class="li">Make sure your agents wrap up any messages, calls, or unsaved tickets, then click
<strong class="ph b">Switch workspace</strong>.</li>
</ol>
<p class="p">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.</p>
<p class="p">To get the full agent experience, after you activate the workspace, you can set up <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831648794" target="_blank">social messaging channels</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827701530" target="_blank">web messaging channels</a> for the Zendesk Agent Workspace.</p>
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