- Channels of communication
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What are channels? 3 min
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Demo: See the customer and agent experience across channels 8 min
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How to set up a new channel 2 min
- Review agent access and permissions across channels
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Demo: Review agent access, add an agent and define their permissions (Team or Professional plan) 6 min
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Demo: Review agent access, add an agent and define their permissions (Enterprise plan) 10 min
- Manage agent permissions across channels
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Demo: Manage agent permissions across channels 2 min
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Knowledge Check 2 min
- Wrap Up
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Course Summary 1 min
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Key Terms 1 min
On-Demand: Get to know Agent Workspace channels
Note: This course is now retired and no longer maintained. Register for the Foundational Support Learning Path here.
Video (10 min)
Reading (9 min)
Hands-on activity (0 min)
Description
Get to know what the agent, customer, and admin experiences look like across channels and what you need to do as an admin to add agents and give them permission to use each channel.
Course Topics
- Enable channels so you can meet your customers where they are.
- Add agents and assign them to channels.
Audience
This course is relevant to Zendesk admins who are new to the Agent Workspace.
Recommended Pre-requisites
If you're still considering whether to opt-in to Agent Workspace, please take our short Migrate to Agent Workspace course to learn more.
Please note
To follow along with the course activities, you'll need to enable the Agent Workspace in your account.
Instructional Designer