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Feature request: Contextual workspace for

Feature Request Summary:

Additional conditions within Contextual Workspace (more granular) similar to Triggers.

Description:

Ability to have conditions more than Brand or Group. For example:

Current user. Ability to define Agent Workspace according to which agent is viewing current ticket.

Business impact of limitation or missing feature:
In general, Agent Workspaces are determined by conditions of a particular ticket (Ticket is assigned to Group A, then use Workspace A). When we use contextual layouts and bind them to agent workspaces, there could be a need to define layout for different agents. In other words, some agents want to see layout A, others layout B. So it's more about customization of Zendesk Ticket UI personally for each agent.

Sydney11
Forum|Forum|2 years ago
October 25, 2023

I would like to add 2 more items to this request:

We are looking to roll out contextual workspaces to team leads however, we need to be able to restrict which workspace they can edit. Our HR team should not be able to edit the IT workspace and vice versa
We should be able to lock down which features they can set in the workspace. For example, they should not be able to set workspaces for certain brands, or be able to set the form. We have triggers that do that already and by giving them this ability, it will interfere with trigger setups

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Shawna James
Product Manager
Forum|Forum|2 years ago
October 26, 2023

Hey Kirill and Sydney, thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add you support by upvoting this post and/or adding your use case to the the comments below. Thank you again!