Limitations in the Zendesk Agent Workspace

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20 Comments

  • Jacob J Christensen
    Community Moderator

    Will these Agent Workspace limitations be crossed off the lists as they are resolved? 

    I would like to know how best to keep an eye on the development towards feature parity.

    2
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Jacob J Christensen - Cloudhuset A/S

    Thanks for asking! Yes, we will update this article whenever a limitation is resolved. 

    Lisa

    1
  • Sarah Thompson

    Is there a timeframe for being able to invite another agent into a chat with an end user?

    2
  • Chris Fassano

    We're currently using Agent Workspaces. Should we be able to view the conversation on an active chat from the chat dashboard? When I click the green chat icon to the left of a visitor's name who's currently chatting with an agent, nothing happens.  Is this expected behavior? If yes, will this change in the future?

    Hi Chris,
    When the agent workspace is enabled, chats are served in the agent workspace, not on the chat dashboard. Chats are disabled on the dashboard. See Using the Chat dashboard with the Zendesk Agent Workspace.
    Lisa

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Reply to Sarah Thompson  Hi Sarah, I can't comment on upcoming features, but I did forward your comment to our  Product Management team. 

    0
  • Arpan Nagdeve
    Zendesk Product Manager

    Hi Sarah Thompson   we are working on bringing multi-agent capabilities on agent workspace we'll have this capability in H1 2021

    0
  • Arpan Nagdeve
    Zendesk Product Manager

    Hi Chris Fassano

    For an ongoing conversation on agent workspace, if you go to chat dashboard and click the conversation you'll be redirected to agent workspace. We have restricted serving chat to agent workspace and it's the desired behaviour from the product side. 

    0
  • Suporte Via Consulting

    Olá prezados,

    Meu nome é Bryan, trabalho para uma empresa parceira da Zendesk.

    Essa nova atualização irá trazer muitas vantagens para nossos clientes, porém há apenas um problema: Na hora de vincular um ticket incidente com outro de problema, os agentes precisam visualizar imediatamente o ID de todos os tickets que estão aberto na tela, porém isso não ocorre mais na nova versão, é necessário passar o mouse em cima (on hover) para visualizar os IDs dos tickets.

    Não entendo o motivo de terem alterado isso. Há algum plano para apenas esse item voltar como antes? Um dos nossos clientes quer muito migrar para essa nova versão, porém ainda não fizeram isso por apenas esse único fato.

    Como sugestão (alternativa), pensei na possibilidade também de, na hora de vincular o ticket, aparecer apenas todos os tickets recentes do agente ou todos os tickets aberto na tela (e não do Zendesk inteiro), aí não precisaria ficar passando o mouse em cima de todos os tickets aberto na tela (nas abas da parte superior).

    Isso seria possível?

    Att.,

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Thank you, Suporte Via Consulting
    I have forwarded your comment to our Product Management team. 

    0
  • Suporte Via Consulting

    Olá Lisa,

     

    Obrigado pelo apoio.

    Temos alguma novidade? Receberemos algum retorno via email?

     

    Att.,

     

    Bryan Munekata

    0
  • CJ Johnson

    Just curious, what happens if they don't? Like, what if they have a power outage mid-conversation? What happens to the chat?

    • Agents must end all chats before logging out.
    1
  • Nour Abdulla

    Hello,

    Is there an ETA for a solution of being able to use the Multi-Brand function of integration for WhatsApp? 

    Thanks 

    0
  • Amie B

    Arpan Nagdeve Any update on when multi-agent capabilities on agent workspace will be introduced considering we're now nearing the end of H1 2021? 

    3
  • Brad Marshall

    We default our compose to "internal" so that an agent composes their response, reviews it, and then toggles it to public when it looks good enough to send to the customer. It has saved us from accidentally sending messages to the customer that should have been internal or was not ready to be sent to the customer. At least that is how we used to do it before Agent Workspace.

    In Agent Workspace, if you toggle to Public, it resets the form field and you have to start from scratch. Is this a bug or a feature?

    1
  • Rudolph

    Brad - It's a feature from ZD's perspective. If you toggle back to Internal the text will still be there, so agents composing in an internal note would need to copy and paste the message as they toggle over to Public.

    0
  • Brad Marshall

    Is the feature to allow a user to post both an internal and public comment at the same time?

    Also, does the Apps panel always open up for you on refresh, even though it has been collapsed?

    1
  • Rudolph

    I'm not sure of ZD's reasoning behind it, but my guess is the idea is the agent could take notes and respond and have both messages simultaneously composed. Also, since you can also select other channels like Chat, they might just be viewing Internal Notes as another channel. I'm just guessing, though.

    And to be honest, we haven't moved to Agent Workspaces yet, so I can't answer your second question. I've tested it in our sandbox and we'll be moving to it soon. Ctrl + alt + A is a quick hot key to collapse/open the Apps section, though.

    0
  • Sydney Neubauer

    From what we experienced, we use internal notes to jot down the conversation of a call or chat but need additional verification via email. The issue we ran into was that you had to submit your internal note before you could type up that public reply. Agent workspace allows you to continue typing notes without needing to pause on following up in an email. 

    With that being the case, I don't know why you are unable to submit both an internal and public reply at the same time

     

    0
  • Joan Ling

    Why is dynamic content for chat shortcuts not supported in the New Agent Workspace?  Do Zendesk want us to use macros instead?

    0
  • CJ Johnson
    • Administrators can manage routing settings for messaging tickets from the Chat dashboard. Chat’s Skills-based Routing only supports live Chat. It is not supported for messaging tickets.

      Does this mean you can set up triggers for routing for Messaging? Or does this mean I cannot do any routing at all for Messages from say, Instagram DMs? 
    0

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