Lisa Kelly

1. Agent guide
2. Ticket basics
3. About the Zendesk Agent Workspace

Hi Nora, Are you referring to the video at the top of this article? It takes a minute to load. 

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• Lisa Kelly
• Erstellt 30. Januar 2023 20:57
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1. Agent guide
2. Ticket automation and collaboration
3. Using Slack in side conversations

Hi Luis, Did you make sure the Zendesk app was added to your Slack channel? Otherwise, Slack cannot communicate with Zendesk. See Adding the app to a Slack channel.  If that still doesn't fix the i...

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• Lisa Kelly
• Erstellt 30. Januar 2023 16:41
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1. Support
2. ...
3. Getting started with the Zendesk Agent Workspace
4. Configuring the context panel in the Zendesk Agent Workspace

Hi Tobias, If you're having a problem with community search results in your account, contact Zendesk Customer Service, so they can help you. 

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• Lisa Kelly
• Erstellt 25. Januar 2023 16:55
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1. Agent guide
2. Ticket basics
3. About the Zendesk Agent Workspace

Hi Dea, For issues with your account, contact Zendesk Customer Support so they can help you. 

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• Lisa Kelly
• Erstellt 17. Januar 2023 17:25
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1. Account
2. ...
3. Accounts and billing
4. Preventing account suspension

Hi Nathalie,  If you're having trouble with your account, contact Zendesk Customer Support. 

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• Lisa Kelly
• Erstellt 9. Januar 2023 16:30
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1. Agent guide
2. Ticket basics
3. Redacting ticket content in the Zendesk Agent Workspace

Hi Jameela, You can redact messaging tickets, provided: The messaging ticket was created after April 2022.  The ticket has been submitted to Pending, On-hold, or Solved. Messages in an active mess...

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• Lisa Kelly
• Erstellt 6. Januar 2023 23:30
• 1 Stimme

1. Account
2. ...
3. Accounts and billing
4. Discovering light agents and contributors that also take up paid agent seats

Hi Bill, Apologies for the confusion! Light agents with Guide Admin roles take up an agent seat. Light agents with Guide Agent roles do not. I adjusted the wording. 

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• Lisa Kelly
• Erstellt 2. Januar 2023 21:14
• 1 Stimme

1. Agent guide
2. Ticket basics
3. About the Zendesk Agent Workspace

Hi Vlado,  To "take" an active chat, the agent currently engaged in the chat has to transfer it to you. See Transferring a chat. For more information about a chat customer, see Viewing customer co...

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• Lisa Kelly
• Bearbeitet 27. Dezember 2022 17:24
• 1 Stimme

1. Account
2. ...
3. Accounts and billing
4. Viewing temporary subscriptions

Hi Cagatay,  As the article says, "Not all plans allow temporary subscriptions." Contact your Zendesk Sales Representative or Zendesk Customer Support to see if you qualify. 

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• Lisa Kelly
• Erstellt 24. Dezember 2022 19:55
• 1 Stimme

1. Agent guide
2. Additional ticket channels
3. Sharing chats with other agents in the Zendesk Agent Workspace

Hi Anais, If an agent is messaging with a customer in the Agent Workspace, another agent/supervisor can open the ticket and view the ongoing conversation. But, conversations cannot be served by mor...

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• Lisa Kelly
• Erstellt 20. Dezember 2022 18:32
• 0 Stimmen