Agent Workspace & Routing
AI Agent tickets in Agent Workspace
Zendesk now shows AI Agent conversations directly in Agent Workspace. This closes data gaps between human and AI-handled interactions, improves visibility, and simplifies analytics.
Agent Workspace & Routing
Learn to navigate and optimize Zendesk’s unified Agent Workspace. From omnichannel ticket handling to workspace setup and shortcuts, we cover everything that helps agents work efficiently across messaging, email, voice, and more.
Agent Workspace & Routing
Managing Queues, Wait Time and Sending Reminders in Zendesk Messaging
Zendesk Messaging now includes native wait time and queue position indicators, plus automated customer reminders for pending replies. These enhancements simplify setup, improve responsiveness, and help manage asynchronous conversations more effectively across all messaging channels.
Agent Workspace & Routing
The Evolution of Ticket Access Control in Zendesk: From Brands to Department Spaces
Zendesk introduces Department Spaces, shifting ticket access from groups to brands. This simplifies multi-brand and internal service setups, improves privacy, and streamlines routing with queues—strengthening Zendesk as a platform for both customer and employee support.
Agent Workspace & Routing
Zendesk Dark Mode - Do not underestimate the power of the Dark side
Zendesk announced support for Dark mode in Agent Workspace.
Agent Workspace & Routing
Getting up to date with Omnichannel Routing in Zendesk
Omnichannel Routing was released over a year ago to shift assignment from Groups to Agent based assignment. Since its original release this feature has seen tons of updates and allows for a lot more customizability. This article shows you what's new and explains how to use these new options.
Agent Workspace & Routing
Filter custom ticket statuses per form.
Zendesk now allows filtering your custom status per ticket form, making the list of available statuses a lot more manageable (and logical) for your agents.
Agent Workspace & Routing
Preview of the new cards for Custom Objects
Zendesk’s new Essentials Card lets you customize user profiles next to tickets, and now, Custom Object Cards do the same. You can reorder, hide, or add fields to streamline your agents’ view. A simple yet customizable update to enhance the agent experience.
Agent Workspace & Routing
Sending out automated pending reminders via Zendesk Messaging
This article will show you how you can send out automated reminders over Messaging to your customers when your agents are awaiting a response.
Agent Workspace & Routing
Showing device Information in the customer panel in Zendesk Agent Workspace
The new Device information section in Agent Workspace gives you information about your customers' context right next to a Messaging ticket.
Agent Workspace & Routing
My approach to Zendesk Triggers
This article offers a deep-dive on how to structure and sort your Zendesk triggers starting from the concept of "one trigger does one job"
Agent Workspace & Routing
Beyond triggers. Moving to queue only assignment in Zendesk
What happens if we trust queues for assignment and remove any assignment triggers from a Zendesk instance?
Agent Workspace & Routing
An introduction to Omnichannel Routing in Zendesk
This article will give you an overview of Zendesk's Omnichannel Routing, Agent Availability and the brand new Queues features.