Zendesk: Migrating to Agent Workspace
GitLab Support: Process Change Rollout Plan
Migrating to Zendesk Agent Workspace
The Story
In March, 2020 Zendesk released an new interface for Zendesk called Agent Workspace. In the past 3 years they've continued to iterate on the new experience to the point now that all new features are exclusively developer for this new interface. We've been filing for exception to avoid the transition, but Zendesk is now starting to force customers over to the new interface.
On 2023-07-29, GitLab will migrate to this new interface in both US Federal and Global instances.
There are a number of changes you can expect but the most notable are:
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Markdown links no longer work
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Panels are resizeable
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The latest updates to tickets are now at the bottom You can get a video overview of the changes here: https://www.youtube.com/watch?v=DuUphlqjjYk, or review a handbook page dedicated to this change at: https://handbook.gitlab.com/handbook/support/readiness/operations/docs/zendesk/agent_workspace/
We have four AMAs scheduled:
The Roles
Role | Description |
---|---|
Champions | @lyle @jcolyer |
Users | All Zendesk users |
Impacted Non-Users | None |
Schedule
- Rollout to begin on 2023-07-29
- Will the rollout be phased, such as by team or region? No - this is a simple toggle.
- Adoption complete by 2023-07-29
Training
What do the users need to learn and how will they learn it? Do managers need to deliver training? Are there videos or tutorials or handbook pages or other materials?
- Review the handbook page at: https://handbook.gitlab.com/handbook/support/readiness/operations/docs/zendesk/agent_workspace/
- Get a video overview at: https://www.youtube.com/watch?v=DuUphlqjjYk
Success Determination
Only mild grumbling and annoyance (as opposed to surprise, accompanied by pitch forks and fire)
Action Plan
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Create an item in the SWIR to announce the change and include The Story on date
- NOTE: On the SWIR form, add the
Manager Attention
tag for policy changes and action items for Support Managers specifically (you can add multiple tags to a SWIR item)
- NOTE: On the SWIR form, add the
-
Post a message in the #support_team-chat
Slack channel (or other support channel as appropriate) announcing the change and pointing to the SWIR announcement ondate
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Other communications channels
Manager Acknowledgement Section
Expectations
Describe what is required of the managers when they review this issue.
- Example: Your input is required before this change goes into effect. Check off your name when you have analyzed and commented as appropriate.
- Example: Your acknowledgement is required for this change that takes effect on date XYZ. Check off your name to indicated you have reviewed the information, and will share it with your team.
Due Date
Check off your name by midnight UTC on: 2023-07-01
Names
Remove any subsections that are not applicable to your issue.
Support Managers
Sorted alphabetically by region / GitLab handle
AMER + USFed
APAC
EMEA
Ops
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@jcolyer
(remove backticks if Support Operations involvement is necessary for this)
Senior Management team
-
@lbot -
@lyle -
@shaunmccann -
@vparsons -
Senior Director or VP