Plan requirement
| Subscription | Any plan |
| Access | Agent |
The Agent Workspace has three columns and each answers a different question. Once you read it that way it stops feeling busy.
Left: what is waiting
Your views. Each one is a saved list of tickets matching conditions somebody set. The counts tell you where the pressure is.
Views are shared with a group or personal to you. If a colleague mentions a view you cannot see, it has not been shared with your group.
Middle: the conversation
The ticket itself, newest message at the bottom or the top depending on how your admin configured it. Above it sit the ticket properties: requester, assignee, status, priority and any custom fields your organisation added.
The composer at the bottom is where the public reply and internal note tabs live. Whichever you used last is the one that stays selected, which is exactly how accidents happen.
Right: who you are talking to
The context panel. It carries the customer's details, their other tickets, their organisation, and suggested help centre articles. If your admin has set up apps, they appear here too.
The knowledge section is worth the habit: searching it before writing an answer from scratch often saves several minutes, and linking the article means the customer can find it again.
Working several tickets at once
Open tickets stack as tabs across the top. Zendesk keeps a draft of anything you typed, so switching away does not lose your work. It does not stop a colleague replying to the same ticket while you type, though. Zendesk warns you when that happens and it is worth reading the warning rather than clicking past it.
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