The Agent Workspace provides a completely-new working environment for your agents with a great set of tools to manage interactive, cross-channel conversations. The benefits are significant, but there are some considerations.

Make sure you consider these items before you migrate:

账户管理

• Activating (or deactivating) the workspace applies to your entire account. You cannot restrict the activation to individual agents or agent groups. If you have an Enterprise account, you can test out the activation in a Sandbox first before you activate it in your production account. SeePreparing to activate or deactivate.
• With migration to the Agent Workspace, Chat is integrated with Support. To make it more a seamless experience, chats are created as tickets and have the ticket rules applied to them. This means that bothSupport triggersandChat triggerscan have an impact on chats or other messaging types in the Agent Workspace.

  For example, a trigger that changes the status of the ticket to Solved and is encompassing enough to catch an incoming chat, might force an incoming chat to be auto-closed. Before you migrate, Zendesk recommends checking any triggers that change ticket status to make sure they are compatible with Chat and other messaging channels and don't have any conflicts.

• If Data Center Location (DCL) is important to your account, make sure you understand our ZendeskRegional Data Hosting Policy. Also, make sure you understand which Agent Workspace featuressupport DCL.

Chat and messaging

• To migrate your Chat account, you need an account with Chat Phase 3 or Chat Phase 4. SeeDetermining your Zendesk Chat account version.
• Chat departments and agent groups are merged. Admins manage agents through Support groups instead of departments on the Chat dashboard. Admins have a single location for managing collections of agents instead of switching between interfaces. SeeManaging groups of agents.
  Important:This merge cannot be reversed. After migration, all activities associated with adding, updating, and deleting groups of agents in Support will impact Chat departments.
• Chats are served directly from the ticket interface, agents cannot serve chats from the Chat dashboard. Agents have one single location to manage all their conversations (chats, social messages, web messages).See Answering a message.
• Agents cannot see the contents of a chat or message before accepting it, but chat routing for messaging has been improved to help get chats and messages to the right agents at the right time. SeeSetting triggers, automations, and views for messagingandBusiness rules for messaging.
• Multi-agent chats are not supported, but agents can transfer chats to other agents. SeeSharing chats with other agents. The chat visitor path is only available during a live chat.

Ticket interface

• To provide a more-natural flow, conversations are arranged with the most-recent comments at the end of the flow. This takes some adjustment for agents who work with email messages and are familiar with seeing the latest comment at the top of the ticket. SeeSample ticket.
• Customer context has moved to a new location in the ticket interface. It has been expanded to include information from third-party applications. SeeViewing customer context.
• The ticket tab interface in the workspace has changed to work better with interactive conversations. Ticket numbers aren’t included on chat and messaging ticket tabs, but conversation status, recent comments, and channel type are highlighted. SeeUsing ticket tabs to manage conversations.
• The composer maintains separate text buffers for each conversation type (for example, internal notes vs public comments). This may be confusing for agents when they first start to use it, but it enables them to switch quickly between threads without losing content. SeeSwitching channels in the composer.
• The Zendesk Agent Workspace includes nativeticket redactionwhich provides additional functionality that theZendesk Ticket Redaction appdoesn’t support. Zendesk recommends uninstalling the app and using Zendesk Agent Workspace native ticket redaction. Ticket redaction via API commands is also fully supported with the workspace.

Composer updates

The Agent Workpace includes a new composer, powered byCKEditor, that combines support for both rich text formatting and Markdown commands. You no longer have to switch between composers.

• Because the Agent Workspace handles markdown and formatting syntax differently, it isexpectedandintendedfor new markdown conventions to apply on pre-existing tickets comments. This can cause minor ticket formatting and spacing issues for legacy comments that were generated in the standard agent interface.
• After migration, Zendesk recommends that you review and possibly update any API scripts you use to that generate comments. This will help make sure your API scripts work as expected with the new composer.

Finally, it’s important to check out the current product limitations to see how they might impact your particular situation. For example, if your account serves a very high volume of chats. SeeLimitations for the Zendesk Agent Workspace. Zendesk recommendsevaluating your account for migrationbefore you migrate.

Before migration:

• Chat agents are arranged in departments.
• Support agents are arranged in groups.
• Groups and departments are managed from Support and Chat respectively.

After migration:

• 代理组织的团体,而不是departments. You add agents to groupsrather than departments.
• Administrators manage groups (for Chat and Support) from Support settings.

Migration is required only once for your account. After that, you can activate and deactivate the Agent Aorkspace as desired, without restarting the migration. Going forward, you’ll manage all your agents from Support settings. The migration from Chat departments to Support groups can't be reversed.

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.

To prepare your account for the Zendesk Agent Workspace, Zendesk Support provides a migration wizard to help you update your account.

Starting on July 28, 2020 the Zendesk Agent Workspace isactivated by defaulton some new Zendesk Suite and Support accounts. Also, some accounts have been automatically upgraded. You don't need to migrate your account unless you see aGet startedbutton on the Agent Workpace page.

To start the migration

1. InAdmin Center, clickWorkspacesin the sidebar, then selectAgent tools > Agent Workspace.

   If the Agent Workspace is available on your account, you’ll see a description of how to migrate.

   If you see this message, migration has been disabled for your account. Work with your account representative orZendesk Customer Supportto get your account migrated.

   

2. 点击Get started.

   A page appears with a description of what happens during the migration.

   

3. Review the description, then clickNextto proceed.

   If you have groups and departments with the same names, a page appears with instructions onHow to handle duplicate names. If there’s no duplication, this page does not appear.

   To fix the duplication, you can:

   • Automatically merge groups and departments with the same name into a single group. This is the default.

     For example, if you have a Chat department namedGeneraland a Support group namedGeneral, all agents in theGeneralChat department are combined with all the agents in theGeneralSupport group, resulting in one largeGeneralgroup that included both types of agents.

   • Keep the groups separate and append the wordcopyto similarly-named groups.

     For example, if you have a Chat department namedGeneraland an Support group namedGeneral, the Support group is renamedGeneral_copyto distinguish it from the existing Chat department. The Support agents remain in the renamedGeneral_copygroup and the Chat agents are moved to theGeneral_copygroup.

4. If necessary, selectAutomatically mergeorDon’t merge, then clickMigrate.

   Depending on how many departments you have, it may take a few minutes or hours for the migration to complete.

   When the migration is complete, return to the Agent Workspace setup page. You will see a checkbox to turn on the workspace. You may need to refresh your browser to see the change.

5. SelectTurn on the Zendesk Agent Workspace.
6. Saveyour changes.

   A tutorial appears that shows you how to use the new workspace.

Once migration is complete and the workspace is activated, agents can startserving chatsfrom the Zendesk Agent Workspace and administrators canmanage agentsin Support groups, instead of Chat departments. For more information on how to work with the Zendesk Agent Workspace, seeDocumentation Resources.