Managing unified conversations in the Zendesk Agent Workspace

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10 Comments

  • Seth Ganz

    In our production build, new chats will not play the sound notification. In our sandbox, it works without issue. Any ideas on what could be going on? 

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Seth Ganz,

    A few questions so we can troubleshoot this better for you.

    1. Have you checked your browser to ensure sound is allowed for the site?
    2. Have you checked the individual sound settings on your account?
    3. Does it happen for one single agent or all agents?
    4. Does this repro in incognito mode?

    Let us know, and from there, we should be able to troubleshoot this better. 

    Best regards. 

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  • Seth Ganz

    Thank you Devan,

    1. We have checked that sound should be allowed in multiple browsers and systems. Making sure that notifications and sound permissions were enabled for the page, trying both allow and automatic settings.  
    2. We have checked /chat/agent#personal/sounds_&_notifications and made sure it is turned on and the sound is up for each agent.
    3. It happens for all agents and roles. 
    4. It is reproducible in incognito mode. 

    It works correctly in our sandbox with the Zendesk Agent Workspace enabled and mirrored settings from the production build.

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Seth Ganz,

    So sorry for the delayed response, I noticed you got a response in the community that solved your issue and if you ever have another question please don't hesitate to ask. 

    For anyone looking for a solution to this issue the following below should resolve this issue. 

    After changing the sound settings in Chat dashboard you will need to wait for about 5-10 minutes for the setting cache to expire on the server, and after that you will also need to refresh the Support page.

    Best regards.

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  • Chris Fassano

    Was the filter and events icon in the conversation header just added to the agent workspace this week? We made the switch to workspace on June 1 but didn't start seeing these icons until this week.

    Some patch notes for this stuff would be great.

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  • Gail L
    Zendesk Community Team

    Hi Chris,

    Yes, those were added this week. We've sent this feedback to the team working on the workspace features and they're going to try and prioritize speedier releases of the notes about updates. This section will be the best one to follow for future patch notes.

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  • Brenda Melville

    Switching to Agent Workspace soon, wondering if you can view chats in the unified conversation space if you are enabled to take chats? 

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  • Josh

    Still need browser notifications for standard ticket updates

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  • Elissa
    Zendesk Community Team

    Hello Brenda Melville

    Yes! Chat is very much included in the unified conversation space if you are a chat enabled agent. As a new chat comes in you will see the "Accept" button on the upper right side of your screen, similar to where you would see an incoming call but without the dropdown. Once the chat is active it will be present as one of the tabs along with any ticket tabs you have open.

    If you often leave Zendesk open in the background of your work and work on other things, you'll definitely want to turn on browser notifications to alert you to a new chat coming in when you're not actively looking at the Zendesk page.

    You can see some visuals in the article above.

    Let me know if you had further questions on that!

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  • Lisa Kelly
    Zendesk Documentation Team

    Some other links that might be useful for Brenda:

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