Managing contextual workspaces

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<p id="docs-hc-snippet" style="display: none;">Workspaces optimize your support workflow, without restricting the tools agents need to complete their jobs. With workspaces, you can simplify the forms and macros that agents see when they first open a ticket, and you can expand, collapse, or reorder apps. To manage contextual workspaces, you can view and edit existing workspaces or change the run order. You can also delete or deactivate workspaces.</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;
Contextual workspaces</span>
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<p class="p">Workspaces optimize your support workflow, without restricting the tools agents need to
complete their jobs. With workspaces, you can simplify the forms and macros that agents see
when they first open a ticket, and you can expand, collapse, or reorder apps. To manage
contextual workspaces, you can view and edit existing workspaces or change the run order. You
can also delete or deactivate workspaces. </p>
<p class="p">This article contains the following topics: </p>
<ul class="ul" id="topic_m3z_phy_vcb__ul_n3k_qwm_w2b">
<li class="li"><a class="xref" href="#topic_ts4_3xm_w2b">Viewing contextual workspaces</a></li>
<li class="li"><a class="xref" href="#topic_t4b_vwm_w2b">Editing and duplicating contextual workspaces</a></li>
<li class="li"><a class="xref" href="#topic_odf_2tv_5fb">Changing the contextual workspace run order</a></li>
<li class="li"><a class="xref" href="#topic_ogq_31n_w2b">Deleting and deactivating contextual workspaces</a></li>
</ul>
<p class="p">Administrators, advisors, and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agents in custom roles with permission</a> can manage contextual
workspaces. To create a new workspace, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833498906--Update-Setting-up-contextual-workspaces-Enterprise-" target="_blank">Setting up contextual workspaces</a>.</p>
<div class="note note">
<span class="notetitle">Note:</span> Service catalog forms are not supported in contextual workspaces.</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ts4_3xm_w2b">
<h2 class="title topictitle2" id="ariaid-title2">Viewing contextual workspaces</h2>
<div class="body">
<p class="p"><strong class="ph b">To view workspaces</strong></p>
<ul class="ul" id="topic_ts4_3xm_w2b__ul_lht_kxm_w2b">
<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_ts4_3xm_w2b__d9e1227" 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; Contextual
workspaces</strong>.</span><p class="p">This page includes a list of Active and Inactive workspaces defined for your
account. You can have up to 500 active workspaces in your account. </p>
<p class="p"><img class="image img-screenshot" id="topic_ts4_3xm_w2b__image_xdx_zcx_qfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/contextual_workspaces_list_acf.png" width="600"></p>
<div class="note note">
<span class="notetitle">Note:</span> If you have
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5447690090138" target="_blank">custom layouts</a> activated on your account, you’ll see a column
that shows the layout assigned to each contextual workspace. If you don't have custom
layouts, the standard layout is applied by default. </div>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_t4b_vwm_w2b">
<h2 class="title topictitle2" id="ariaid-title3">Editing and duplicating contextual workspaces</h2>
<div class="body">
<p class="p">You can edit and duplicate workspaces. Duplicating (cloning) a workspace creates a copy
that you can modify and use for some other purpose. </p>
<p class="p"><strong class="ph b">To edit an existing workspace</strong></p>
<ol class="ol" id="topic_t4b_vwm_w2b__ol_s5x_dxm_w2b">
<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_t4b_vwm_w2b__d9e1227" 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; Contextual
workspaces</strong>.</span></li>
<li class="li" dir="ltr">Click the title of the workspace you want to change. The workspace edit page
opens.</li>
<li class="li" dir="ltr">Update the information as needed. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833498906--Update-Setting-up-contextual-workspaces-Enterprise-" target="_blank">Setting up contextual
workspaces</a> for information on the fields on this page.</li>
<li class="li" dir="ltr">
<strong class="ph b">Save</strong> your changes. <p class="p">You can save the workspace as <strong class="ph b">Active</strong> or
<strong class="ph b">Inactive</strong>.</p>
</li>
</ol>
<p class="p"><strong class="ph b">To clone (duplicate) a workspace</strong></p>
<ol class="ol" id="topic_t4b_vwm_w2b__ol_qj1_dzm_w2b">
<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_t4b_vwm_w2b__d9e1227" 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; Contextual
workspaces</strong>.</span></li>
<li class="li">Locate the workspace you want to clone. </li>
<li class="li">Hover your mouse over the workspace to display the options menu icon (<img class="image" id="topic_t4b_vwm_w2b__image_ahw_wcv_w2b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">). </li>
<li class="li">Open the menu and select <strong class="ph b">Clone</strong>.</li>
<li class="li">Modify the name, description, and settings as needed.</li>
<li class="li">
<strong class="ph b">Save</strong> your changes.<p class="p">You can save the workspace as <strong class="ph b">Active</strong> or
<strong class="ph b">Inactive</strong>.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_odf_2tv_5fb">
<h2 class="title topictitle2" id="ariaid-title4">Changing the contextual workspace run order</h2>
<div class="body">
<p class="p">Similar to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829459866-Defining-and-using-SLA-policies-Professional-and-Enterprise-#topic_pz5_zzv_rr" target="_blank">SLA policies</a>, it's
possible to create logically overlapping workspaces, but at any given time a single ticket
can have only one workspace applied. When you have multiple workspaces that match a ticket,
Zendesk uses the order of the workspace to break any ties. To make sure the correct
workspace is applied, change your workspace run order so that workspaces with the
most-specific (restrictive) conditions are run first. </p>
<p class="p">For example, you might have one <strong class="ph b">International Purchases</strong> workspace that includes
macros for international purchases and another <strong class="ph b">Singapore Purchases</strong> workspace that
includes all the macros for international purchases and an additional macro that is required
for Singapore purchases. Set the workspace run order so that the <strong class="ph b">Singapore Purchases</strong>
workspace runs first. Otherwise, the <strong class="ph b">International Purchases</strong> workspace will be
incorrectly applied to tickets for Singapore purchases.</p>
<p class="p"><strong class="ph b">To change the workspace run order</strong></p>
<ol class="ol" id="topic_odf_2tv_5fb__ol_pwt_3tv_5fb">
<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_odf_2tv_5fb__d9e1227" 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; Contextual
workspaces</strong>.</span></li>
<li class="li">Click <strong class="ph b">Edit order</strong>. <p class="p">An Edit order list of workspaces appears. </p>
<p class="p"><img class="image img-screenshot" id="topic_odf_2tv_5fb__image_is4_qcm_bcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/contextual_workspaces_edit_order_acf.png" width="600"></p>
An <strong class="ph b">Edit
order</strong> list of workspaces appears. You can change how workspaces with similar
conditions are prioritized.</li>
<li class="li">To change the run order, click the grabber at the end of a workspace and drag it to a
new location within the list.</li>
<li class="li">Continue to reorder workspaces as needed.</li>
<li class="li">
<strong class="ph b">Save</strong> your changes.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_ogq_31n_w2b">
<h2 class="title topictitle2" id="ariaid-title5">Deleting and deactivating contextual workspaces</h2>
<div class="body">
<p class="p">If you decide that you no longer need a workspace, you can either delete it or deactivate
it. Deleting a workspace means that it's gone and can't be retrieved. Instead of deleting a
workspace, you can change it from active to inactive. Inactive workspaces can be reactivated
if needed. </p>
<div class="note tip">
<span class="tiptitle">Tip:</span> You can use the <strong class="ph b">Filter</strong> at the top of the page to show only active or
inactive workspaces.</div>
<p class="p"><img class="image img-screenshot" id="topic_ogq_31n_w2b__image_ctv_fjm_bcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/contextual_workspaces_active_inactive_acf.png" width="600"></p>
<p class="p">Without the default <strong class="ph b">Active</strong> filter, both active and inactive workspaces are listed on
the Contextual workspaces page.</p>
<div class="note note">
<span class="notetitle">Note:</span> When you delete or deactivate a workspace, the ticket forms, macros, and apps are no
longer applied to tickets associated with that workspace.</div>
<p class="p"><strong class="ph b">To deactivate/activate a workspace</strong></p>
<ol class="ol" id="topic_ogq_31n_w2b__ol_fwn_dbn_w2b">
<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_ogq_31n_w2b__d9e1227" 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; Contextual
workspaces</strong>.</span></li>
<li class="li">Locate the workspace you want to deactivate.</li>
<li class="li">Hover your mouse over the workspace to display the Options menu icon (<img class="image" id="topic_ogq_31n_w2b__image_zrt_xcv_w2b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) and select <strong class="ph b">Deactivate</strong>. The workspace changes from
active to inactive.</li>
<li class="li">To reactivate the workspace, select it from the list of inactive workspaces and select
<strong class="ph b">Activate</strong>. When you reactivate a workspace, it does not retroactively work on past
tickets. Also, when you deactivate a workspace then reactivate it, it does not go back to
it’s previous position in the run order. You have to reset it. </li>
</ol>
<p class="p"><strong class="ph b">To delete a workspace</strong></p>
<p class="p">To permanently delete a workspace, you must first deactivate it as described above. Once
the workspace is inactive, you can delete it.</p>
<ol class="ol" id="topic_ogq_31n_w2b__ol_dts_4cn_w2b">
<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_ogq_31n_w2b__d9e1227" 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; Contextual
workspaces</strong>.</span></li>
<li class="li">Locate the inactive workspace you want to delete.</li>
<li class="li">Hover your mouse over the workspace to display the Options menu icon (<img class="image" id="topic_ogq_31n_w2b__image_m3d_ycv_w2b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) and select <strong class="ph b">Delete</strong>.</li>
</ol>
</div>
</div>
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