Erin Wilcox

Yes, just to reiterate the others, the workaround does not work for us either.  We need to know in real time, while the chat is being handled the IP and basic information that was provided in the old platform.  Bummer this has been put off.

100% agree on this fact.  Now knowing all of the information that was held in this sidebar is a major issue for our company as well.

We recently migrated to Agent workspace and we have some ongoing complaints--

1) No ability to chat amongst agents.  With Zendesk Chat the agents would chat between themselves to collaborate on issues or give each other a heads up that a chat was about to be transferred.

2)There is no sound to notify an agent of an incoming transferred chat from another agent.  This is very helpful when you are working on multiple things at a time.

3)There is no sound notification when a client replies to an ongoing chat.  We oftentimes are working on multiple chats or tickets so that sound or better notification is needed.

4)I'm also getting complaints that it is slower to loading times with the Agent Workspace.