To use the Agent Workspace, make sure Support is set up on your account. This includes:

1. Add email addresses.

   Use the Email administration page to add any additional email address you want to use on your site, set email preferences, or customize your email templates. For more information, seeA complete guide to understanding email in Zendesk.

2. Add Support agents.

   Use the People administration page to add and manage Zendesk users, groups, and organizations. Each new agent you add receives a welcome email and verification link. For more information, seeAdding agents and admins.

To use live chat in the Agent Workspace, make sure Chat is set up on your account. This includes:

1. Set up Web Widget (Classic).

   Set up and embed Web Widget (Classic). To use Zendesk live chat with Web Widget (Classic), enable Chat on the widget and configure Chat settings. For more information, seeConfiguring components in Web Widget (Classic)andSetting up Chat in Web Widget (Classic).

2. Add Chat agents.

   Make sure Chat is enabled for agents who serve chats. SeeSetting roles and access in Zendesk Admin Center. Also, make sure your agents are upgraded for both Chat and Support. The Agent Workspace does not support agents with Chat only or Contributor roles.

3. Set up operating hours.

   Set up chat operating hours for your agents. SeeCreating a schedule with operating hours.

4. (Optional) Enable Chat ratings.

   Set up Chat ratings for your account. To allow visitors to rate their chats with your agents, open the Chat dashboard and selectEnable satisfaction ratingsfromWidget > Settings. SeeEnabling and viewing Chat ratings.

5. Enable Chat departments.

   Make sure any Chat department with agents that need to send or receive transfers is enabled on the Chat dashboard. To enable a Chat department, open the Chat dashboard and selectSettings > Departmentstoeditthe department.

   

6. (Optional) Enable authenticated visitors.

   You can configure your integrated Web Widget (Classic) to authenticate visitors on every page load using the Javascript API and JWT token. Visitor authentication is enabled through the Chat dashboard. SeeEnabling authenticated visitors in the Web Widget (Classic)andWorking with authenticated Chat visitors in the Zendesk Agent Workspace.

To use Talk in the Agent Workspace, make sure Talk is set up on your account. This includes:

For Chat transfers to work properly, make sure the Chat departments in your account are mapped to Support groups. Use the Agent Workspace migration wizard to automatically do the mapping when you first activate the Agent Workspace. For more information, seeMigrating to the Zendesk Agent Workspace. Also make sure any Chat department that needs to send or receive chat transfers isenabledon the Chat dashboard. You can enable Chat departments before or after migration.

To configure support for messaging in the Zendesk Agent Workspace, do the following:

1. Verify you have a ZendeskSuiteaccount or an account with the Social messaging add-on.
2. Migrateyour account to the Zendesk Agent Workspace andenablethe workspace.
3. Add one or moremessaging channelsto the Zendesk Agent Workspace.

   For social messaging add asocial messaging channel. For web messaging, use the messagingWeb Widget.

4. Enable Chat for each agent that will participate in messaging conversations and assign the agent a Chat role. SeeSetting roles and access in Admin Center.
   • To work with messaging conversations, agents only need a paid seat for Support and a Chat Agent (limited) role. The Chat Agent (limited) role allows agents to serve messaging conversations without requiring a paid Chat seat.
   • To use the Agent (limited) role, assign the Agent (limited) role to one of your Chat agents, then you can assign this new role to any agent with a Support only role.

     

5. Organize your agents into groups. For example, you can create a group of agents who handle specific channels, such as WhatsApp or web messaging, or you can create a group of agents who handle all types of messaging tickets. SeeAdding and removing team members from groups.

   代理与新代理(limited) role will be treated as Chat agents and will start getting both the chat and messaging conversations.

   If broadcast routing mode is enabled in Chat, you can avoid routing Chats to messaging agents by creating a new group (department) for agents who only serve chats and create a trigger that assigns chats to this new group.

6. (Optional) Use Support triggers to assign messaging tickets to groups.

   This is useful when you have agents dedicated to handle messaging channels. For more information, seeSetting triggers, automations, and views for messaging.

7. Set upChat routingto control how messaging tickets are routed to your agents.

   Routing for messaging is based on the Chat routing rules defined for your agents. This includes:

   • Messaging tickets created when agents are online are routed via the Accept button in the ticket interface.
   • Messaging tickets created when agents are offline are sent to the Unassigned tickets view or the agent’s Group view.
   • Offline messaging tickets can be assigned to agents as part of triaging or they can be manually picked up by agents themselves.
8. Configure Chat limits settings on theChat dashboardto control how many active messaging tickets and live Chat tickets your agents receive. Also, configure Chat operating hours to manage your messaging business hours.

   A messaging ticket is Active if the ticket conversation has been updated in the last 10 minutes.

In addition to these steps, admins can useChat file sending optionsto manage what types of attachments agents can send. Some of these file types (for example, .mov) are not enabled by default.

To take full advantage of the unified agent experience in Agent Workspace, you can configure omnichannel routing capabilities for your account. Omnichannel routing enables you to direct tickets from email, messaging, calls, web form, and API to team members based on their availability, capacity, and the ticket priority. In addition to managing ticket workflow for your team members, omnichannel routing provides a way for your team members to avoid conflicting priorities by setting a single status for Support, Talk, and Messaging. For more information, seeAbout omnichannel routingand关于统一代理状态.

When the Zendesk Agent Workspace is activated on your account, the change applies to all your agents. Here's what your agents will see:

• Agents with Support, Chat, and Talk enabled will see a fully-unified conversation experience. They have access to all existing Support features, but they can also use Chat, and Talk controls directly from the Support ticket interface. For more information, seeAbout the Zendesk Agent Workspace.
• Agents with Support and Chat enabled will see a fully-unified conversation experience, but without the Talk controls. They have access to all existing Support features, and they can also use Chat controls directly from the Support ticket interface. Chats are served from the Agent Workspace, instead of the Chat dashboard.
• Agents with only Support enabled will see a standard ticket interface - with two exceptions. For ticket comments, the most-recent replies appear at the bottom of the conversation, instead of the top. This change is necessary to keep conversation flows consistent across chats and emails. Also, thecustomer context informationappears on the right side of the ticket interface, instead of the left.
• The workspace does not support agents with Chat only or Contributor roles. You need to upgrade these agents for both Support and Chat. Light agents cannot serve chats in the Agent Workspace. They need to be upgraded to agents.
• If you set up messaging for the Agent Workspace, agents with Support and Chat enabled will be able to receive and send messages directly from the conversation interface. (SeeReceiving and sending messages in the Zendesk Agent Workspace.) Support agents can serve messaging conversations if they have a Support Agent role and a Chat Agent (limited) role (or a full Chat agent role).