Understanding the Agent Workspace

The Agent Workspace is the main working environment for support users.

It brings together navigation, lists, records, filters, actions, and collaboration tools so agents can manage work without switching between disconnected systems.

Main workspace areas

Navigation

Use the main navigation to move between tickets, contacts, companies, activities, knowledge, analytics, and other modules available to your role.

Record lists

Module lists show records such as tickets or contacts. Depending on the module, you may be able to sort, filter, change views, select multiple records, or perform bulk actions.

Record details

Opening a record displays its detailed information and available actions.

For tickets, this can include customer information, conversations, assignments, status, priority, SLA information, related records, and activities.

Toolbar actions

Available toolbar actions depend on the module and your permissions.

Personal workspace behavior

Some interface preferences and saved views can be specific to your user account, allowing you to organize the workspace around the way you work.