What is Zendesk Agent Workspace and how does Unbabel integrate with it?

ZD Workspace is a new interface within Zendesk that allows agents to handle multiple channels (Phone, Chat, Email, Social) within the same visual interface.

In Q3 2019, Zendesk launched a new interface that enabled agents to work seamlessly across Zendesk channels, all within a single ticket interface. The Zendesk Agent Workspace enabled agents to use the appropriate channels to address issues without being restricted to the channel in which the customer originally made contact.

When enabled by an administrator, the Zendesk Agent Workspace allows agents to manage Support and Chat conversations within the same Support ticket. They don't have to switch between dashboards to view and track customers' issues.

Pursuing our larger vision to continuously optimize agent performance and reliability, we developed a plug-and-play integration for the Zendesk Agent Workspace. With this integration, agents can instantly communicate with customers in multiple languages within their existing toolsets.

On the Zendesk Agent Workspace, in addition to the traditional way of requesting translations by posting an internal note with #unbabel, we embedded an Unbabel icon (button), so agents can reply to customers without having to click on the dropdown to select an internal note. This will reduce misusage, typing errors, and AHT by agents. There are differences in your work environment, as detailed here, but most basic settings and troubleshooting steps will coincide  with the ones described for Zendesk Support or Zendesk Chat, unless stated otherwise.

Note: In order to have Unbabel function properly, make sure to coordinate any changes to your workspaces with us. We need to configure some items to match the Workspace you are using, and therefore need to learn if you're using Classic or Agent Workspace.

Should you have any questions please reach out to us at customer.happiness@unbabel.com.