What is changing?
Zendesk will be upgraded to a new and improved Interface for agents.
When is the change going to happen?
The upgrade will begin rolling out late afternoon on 1/22/25, with expected completion on 1/23.
What do I need to do to prepare?
The numbered chart and corresponding images below show the changes between the outdated interface (Standard Agent Interface) and the new interface (Agent Workspace).
Old Interface (Standard Agent Interface):
Old Interface - Open in New tab
New Interface (Agent Workspace) Available 1/22:
New Agent Workspace - Open in a new tab
| Number | Standard agent interface | NEW Agent Workspace |
| 1 | Ticket tabs show the ticket number and summary. | Ticket tabs change to show different information depending on the conversation type. See Using ticket tabs. |
| 2 | Customer information is available in a tab on the left side of the interface. | Customer context information (along with apps and knowledge articles) are available from a context panel on the right side of the ticket. See Viewing customer context. |
| 3 | The composer window is at the top of the ticket. The most-recent comments are listed at the top of the ticket. You have to scroll down to see the initial comment from the requester. | The composer window is at the bottom of the ticket. The most-recent comments are listed at the bottom of the ticket for a more-natural conversation flow. You have to scroll up to see the initial comment from the requester. See Sample ticket. |
| 4 | Apps are available from a button on the upper right. | Apps (along with customer context information and knowledge articles) are available from a context panel on the right side of the ticket. See Using the context panel. Agents can add shortcuts to access their favorite apps. See Managing app shortcuts. |
| 5 | Ticket actions, like merge and print, are available from a drop-down menu. | Click the options menu icon to view ticket actions. See Using the conversation header |
| 6 | The toggle between conversations and events is located in a menu below the composer windows. | You can toggle between ticket events and conversations by clicking an icon. You can also filter between public comments and internal notes. See Using the conversation header. |
| 7 | The Apply macro drop-down menu is located beneath the ticket conversation. | The Apply macro drop-down menu is located beneath the ticket properties panel. |
| 8 | Not available | Ticket actions include the ability to translate content. See Translating conversations. |
| 9 | Not available | Agents can serve chats and set chat status directly in the ticket interface. They can combine email, live chat, messaging, and talk conversations in a single ticket, switching easily between each channel type. You can compose different messages for public replies and internal notes at the same time. The drafts are not carried over. See Composing messages. |
| 10 | Not available | Agents can resize the properties panel, to view additional ticket properties as needed. See Resizing the ticket properties panel. |
| 11 | Not available | Agents can resize the context panel to get a better view of apps, customer context, or knowledge articles. See Resizing the context panel. |
| 12 | Not available | Agents can resize the composer window to make room for longer replies and messages. See Resizing the composer window. |
| 13 | Not available | Agents can add color text to their replies to highlight important information. See Changing text color. |
| 14 | Not available | Agents can use the context panel to quickly search for content in your help center to help your customers solve issues. They can also add feedback to flag existing articles. See Searching, linking, and quoting content and Flagging articles in Knowledge. |
| 15 | Not available | Agents can redact sensitive ticket information without installing a separate app. See Redacting ticket content. |
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