Limitations in the Zendesk Agent Workspace

Return to top
Have more questions? Submit a request

13 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?

    1
  • 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.
    0
  • 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? 

    0

Please sign in to leave a comment.

Powered by Zendesk