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, with the newest comment at the bottom by default, followed by the composer. Changing that order needs custom layouts and is done in the layout builder under Workspaces > Agent tools > Layout, so on most accounts it is bottom. Above the conversation sit the ticket properties: requester, assignee, status, priority and any custom fields your organisation added.
The composer is where the public reply and internal note tabs live. Which one is selected when you open a ticket is not a matter of chance: your admin configures the default privacy of ticket comments. Your channel choices also vary with what your admin has set up and with the state of the conversation, so the same ticket does not always offer the same options.
Look at that tab before you type, every time. It is the one mistake in this interface that reaches the customer, and no setting prevents it entirely.
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.
When the stack has grown past reading, Close all on the ticket overflow menu clears every tab at once. Anything with unsaved changes is flagged first, so the warning is the last chance to keep work you had started.
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