We really appreciate the new Zendesk Workspaces feature, it’s fantastic being able to customise our workspace to suit our business needs and help our team work more efficiently. However, when we create a new ticket, it still defaults to the original workspace instead of the customised one we’ve set up. From what I’ve read, this is the expected behaviour for now.
This does mean that when we start a new ticket, the team can feel confused or slowed down because the layout isn’t the one they’re now accustomed to using. If we’ve invested time in building a workspace that’s right for our processes, it would make sense for all tickets, including new ones, to open there by default. This small improvement would really help our team maintain a smooth, consistent workflow.
It would be really helpful if Zendesk could add an option to set a default workspace for new tickets. This could be set globally, by group, or per agent. It would save time, reduce confusion, and make the most of the flexibility Workspaces already offers.
This impacts every agent whenever they create a new ticket, so while it may seem minor, the extra steps add up over time and can affect overall efficiency. It’s especially helpful for onboarding new team members, too, when they always know what to expect.
We really love how flexible Workspaces is and think this small change would make a big difference for businesses like ours. It would be great to see this idea on the roadmap for future updates. Thank you for listening and for continuing to improve Zendesk for all of us!
Thanks for sharing such thoughtful feedback! It’s great to hear that you’re finding the new Zendesk Workspaces feature flexible and helpful for customizing workflows.
You’ve highlighted a very important point about the default workspace loading when creating new tickets. Having the option to set a default workspace globally, by group, or per agent would definitely improve consistency and reduce confusion—especially for new team members during onboarding.
This kind of enhancement could save valuable time and streamline the overall agent experience by ensuring everyone starts with the same familiar layout. I agree it would make a big difference!
Hopefully, Zendesk product teams consider adding this capability in upcoming updates. Thanks again for voicing this—user insights like yours help drive meaningful improvements!