Agent Workspace EAP
Please fill out this form to request to join the Zendesk Omnichannel Agent UI EAP
What's this all about?
We know that more and more of your customer support interactions are happening on channels that aren't email and your agents need to use multiple tools and products to engage with your customers across these channels. Zendesk Agent Workspace is a central hub for your agents -- no matter which product they are using or which channel they are talking to customers on.
You will be able to experience this interface with this EAP. Participants will be able to use this new interface to experience a more seamless workflow between Support and Chat. In this EAP, you will notice that the conversations agents have with customers will become more flexible as they can seamlessly flow between channels and choose the appropriate channel for the customer interaction.
Is this available to everyone?
You must be customer using Support + at least 1 other conversational product (i.e. support + chat, Support + talk, Support + chat + talk). This EAP is open to all plan types. It will be enabled for all agents on your account.
What are the product limitations in this EAP?
Please be aware that there are areas where the product features will perform imperfectly. Make sure you fully understand the limitations before participating. Limitations include:
- The following chat features will not be available:
--Add chat tags
--Operating hours (Agents will need to manually go offline when their shifts end)
--Agents cannot send attachments via Chat. However, they will still be able to receive attachments.
--Shortcuts that include chat tags will be hidden
--Chat only agents will not be supported
What is expected of me?
This is an Early Access Program. We want to get these features into your workflow as soon as we can to get your feedback and make sure that we're building the product you need to provide the best support to your customers. This also means that the features aren't always "complete" and have not yet been translated into supported Zendesk languages. They are currently English only.
There are a few things we ask:
1. Provide feedback on the feature, ease of use, and documentation
2. Report any bugs
3. Be open to working very closely with us to help shape the future of the experience
4. Willingness to get it wrong, in order to make it better
We may reach out to schedule some 1:1 sessions over video call.
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