Upcoming Features for Zendesk Support

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The team at Zendesk is constantly working to improve their products and help keep your team moving forward smoothly. Here’s a little peek at what new features you can look forward to in the near future.

Zendesk Agent Workspace

The Zendesk Agent Workspace is a new feature that is being tested with a small group of customers who are a part of the Early Access Program.
The Agent Workspace allows agents to manage Support, Chat, and Talk conversations all within one interface.  Instead of having to switch between them, they’ll all be accessible in one convenient location. Administrators can enable or disable this workspace for their entire Zendesk account.
After you enable or disable the agent workspace, you must refresh your browser to see the change. You also must make sure all chats, calls, or open tickets are wrapped up and saved before you enable or disable this feature. Anything unsaved, including ticket replies, ongoing chats, and call recordings will be lost with the browser refresh.
If you are already participating in the Agent Workspace EAP program, the workspace will already be enabled by default on your account – however, you can disable it at any time.

How to Disable or Enable the Agent Workspace

Click the Admin icon in the sidebar, then select Settings > Agents.
In the Agent workspace section, enable or disable by either:

  • Selecting the Enable the Agent Workspace setting.
  • Save your changes.
  • Deselecting the Enable the Agent Workspace setting.
  • Save your changes.

If you disable the workspace, you will be prompted to provide feedback. Your feedback will help Zendesk learn more and provide you the best feature upgrades and changes possible.
If you would like to be a part of the early adoption program for this new feature, sign up for the Zendesk Agent Workspace EAP here. Otherwise, keep your eyes peeled for its full unveiling.

Zendesk and WhatsApp Integration

Zendesk recently announced the launch of their new WhatsApp Integration. WhatsApp is a popular app users install on their phones as a free way to talk and text with anyone around the world. With this integration, your company can be reached by the billions of users who already use this app – you’re meeting them where they are at, in a platform they’re familiar with. Like other support channels, all WhatsApp related inquiries will come into your Zendesk Support system as a ticket.

How Does the Zendesk WhatsApp Integration Work?

With Zendesk’s integration with WhatsApp Business Solutions, customers can opt-in to receive notifications from businesses on things they want updates on. Once you enable the WhatsApp integration, customer requests will become tickets within Zendesk Support and can be handled with the same support workflow you already use for other channels. Agents can respond directly through WhatsApp from within Zendesk Support and can even drop in rich media (such as images or video) right into the conversation.

Interested in finding out if adding the WhatsApp integration is a good next step for your company? Want to know more about the opportunities the new agent workspace could have for your team? Let’s talk about it!

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