Zendesk Setup - Agent Workspace

In today's Design session we discuss Zendesk Chat's cousin which is Agent Workspace. The Zendesk Agent Workspace enables agents to work seamlessly across Zendesk channels, all within a single ticket interface. Agents can use the appropriate channels to address issues, without being restricted to the channel in which the customer originally made contact.

The Process and what has been covered:

1. Learn/Discovery - The phase which we discuss everything related to your business

   • Kickoff - Meet and greet and establishing project participants ✅

   • Customer preparation

     • Business requirements - Details about a project scope and objective ✅

     • Business flows - A collections of everything that will be handled in your customer service tool and beyond ✅

     • Training - Zendesk trainings are free now trainings.zendesk.com ✅

   • Discovery sessions - Meetings where we discuss business processes and translate them into Zendesk features ✅

2. Design sessions

   • General walkthrough - What the system can do given the processes discussed ✅

   • People - Defining types of users, How TOs and Best practices ✅

   • Ticketing - Defining data collection, How TOs and Best practices ✅

   • Channels - Setup for different channels How TOs and Best practices

     • Email channel setup ✅

     • Chat ✅

     • Agent workspace ✅

     • Social Messaging

   • Business rules - Automating How TOs and Best practices

   • Reporting - Overview of data How TOs and Best practices

3. Collaborative configuration - Sessions where we review client setup and jointly fix and setup different workflows

4. Technical assistance - An overview of security, email and domain setup

5. Launch - A review checklist for setup

6. Handover

I mark with ✅ what has been covered already.

The video

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