Serving chats in the Zendesk Agent Workspace

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56 Comments

  • Fiona

    Hi there

    With regards to this comment "with chat tags you'll not be able to apply any chat tags while a chat is ongoing also all the tags that got applied before chat starts will not be surfaced in agent workspace." What does that mean? I have a trigger set up to add a tag to a chat when certain conditions are met. How do I see that tag in the Agent Workspace? Or do I only see it in Explore when I pull that tag's data?

    Thanks

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  • Matthew Feczko

    Hello there,

    Quick question. I was just looking at the agent workspace and it seems that the shortcuts don't seem to work without starting with the slash. Any idea?

     

    Thanks

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  • Britt Mauriss

    Arpan Nagdeve Gail L Hi there, my team uses a process where we add keywords to the Notes section in active chats, and a trigger then adds specific tags for an automation to solve (non-escalated) chat tickets a few hours later. It saves us a lot of time. If we migrated over to the new workspace, would the issue affecting tags or any other limitation potentially impact our workaround to auto-close chat tickets? I understand that pre-existing tags won't be visible in the agent workspace, but everything else running behind the scenes remains intact, correct?

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  • Brett Bowser
    Zendesk Community Team

    @Fiona, while the tags won't show in the agent workspace, if you have chats generating tickets then the tags would show up both there and Explore.

    @Matthew are you able to replicate this in an Incognito window using Chrome? Both typing the title of the shortcut and entering "/" should work. Let me know if you still experience issues and I can create a ticket on your behalf.

    @Britt I believe the trigger should still add the tag to the Chat ticket if I'm understanding you correctly. These tags are just hidden in the Agent Workspace. Are you experiencing anything different on your end?

    Let me know!

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  • Matthew Feczko

    @Brett , Icognito doesn't matter. I can simulate and talk to myself for testing, but I mean for the agent chatting IN The ticket view, typing the shortcut does not populate or show anything. Shortcuts ONLY display if you type "/". This is definitely by design, broken, or just never built :-) Thanks!

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  • Brett Bowser
    Zendesk Community Team

    Thanks for the update Matthew! I'm going to get a ticket created for you as I don't believe that is expected behavior.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • James Hunyar

    Looks like pasting images is not supported in this unified chat - something our agents find very convenient about classic chat. I'm also seeing no way to see the visitor's browser information in the new chat. Combined with a potential bug I have an open ticket about, it doesn't seem like this product is quite ready. We've reverted back. I'm excited for it though and look forward to improvements.

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  • Amanda Davis

    Hi

    We have recently migrated to workspace and seem to be having the same issues that Chad mentioned above.

    No option appears to Assign the chat to another agent like it does in the screenshot on this page

    • Another agent is online and available for chat
    • We have completed the migration to groups

    To explain the need - we are wanting to be able to have other agents online view the chat and assist if required like we were able to before in chat.  At times a consultant may get tied up on a call or another chat and when a different agent is free they could take over the chat to assist our customers with getting served promptly.

    We also cannot get our chat shortcuts to work, however I can still see them all in the chat dashboard.

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  • Gail L
    Zendesk Community Team

    Hi Amanda,

    If you've completed the chat department migration to groups we would expect the transfer option to work, so please chat in to our support team from your account to look at this in more detail (along with the issue with shortcuts).

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  • Darren Hua

    I been reading a lot about this agent workspace now and it sounds great. But has there been any progress on google translate chat? As well as shortcut/options? and finally and most importantly when you mention proactive chats, we use chat triggers  that pop up based on x amount of time spent on our help page. Will this be affected or is it considered proactive chat? Most of our chats come from triggers actually. 

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  • Marie Roe

    I am trying to transfer a chat to another agent in the agent workspace.

    I can't get the "assign and leave box" to come up to transfer a chat. It just closes the chat.

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  • Arpan Nagdeve
    Zendesk Product Manager

    Hi Darren, 

    Product inputs on the queries 

    1. Auto Translations - We are already running early access on the auto translations and hoping to make it available for everyone soon. 
    2. Shortcuts/Options - By end of September, we'll start rolling out support for shortcuts with tags, shortcuts with options will not be supported and we have other alternatives that can be used more information on the same can be shared early 21. 
    3. You can use chat triggers to send messages on the basis of time spent on the product. Proactive chat through visitor is no longer supported on the agent workspace. 
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  • Arpan Nagdeve
    Zendesk Product Manager

    Hi Marie, 

    Once you change assignee to initiate a transfer you must get an option to assign and leave the chat, can you check whether the other agent has support or chat seats. Also, make sure that you have groups enabled for the chat so that you can initiate the transfer. If groups are not enabled you'll face the problem that you just highlighted. If the issue still persists please open a ticket so that we can deep dive into it further. 

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  • Antonina Vodovitska

    Hello there,
    we are using Agent Workspase for two weeks and faced problem with viewing user`s data. How can we import information about user`s device and IP from visitor list to the user`s ticket?

    And one more issue - with Agent Workspace to check what data user pointed out in the chat fields is not possible utlill the chat ending. In the chat space an active chat displaying only in Visitors, where this data are unavailable.

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  • Antonina Vodovitska

    And one more question - why not all shortcuts are avalible in Agent Workspace? Agents type / and see only part of them.

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  • Paul Abramson

    1. Agent signatures show up in Workspace double spaced. On the end user/email side it appears single spaced. This makes responses in Workspace double length and it's hard to tell if it looks right on the end user side. Also add-ons that create tickets in Workspace have double-spaced text (e.g. contact form 7 add-on to create tickets from contact forms in wordpress). This is likely the same bug as the agent signature double-space bug, and neither is expected behavior.   
      I have submitted a ticket on this but it's been weeks and I'm hoping that upvoting here will get this higher priority. Agent signatures and the mentioned types of add-ons are currently unusable because of this.

    2. I am also noticing that in new workspace Chat shortcuts with / are only showing the default shortcuts and not any that I have created. When using the non-supported Chat add-on plugin the shortcuts work correctly. This is non-expected behavior.

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  • Arpan Nagdeve
    Zendesk Product Manager

    Hi Chad, 

    Can you check whether the group under which the second agent was present is enabled for Chat? We were hiding shortcuts with tags and options. The shortcuts is with tags are now supported on the agent workspace.  

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  • Maja Epps

    Is there a way to see which agents are online? I could not see that option on chats on Agent Workspace 

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Maja Epps. Yes you can, using the Chat dashboard. Refer to this topic: Viewing other agents' online statuses

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  • Maja Epps

    Hi Lisa Kelly,

    I know I can view that when using chat functionality, but I have switched to Agent Workspace and this view is no longer available there on the dashboard.

    Do I need to have a separate window open for chat as well just to view which agents are online?

    Thanks

    Maja

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Maja,

    You should still be able to see this from the Chat Dashboard (Teams > View all)  even if you have the Zendesk Agent Workspace enabled on your account. You have to open the Chat Dashboard in a separate window to see which agents are online in the Agent Workspace. You can't view them directly from within the Agent Workspace. 

    Are you saying that you can't see any agents online when you open the Chat Dashboard for an account that has Agent Workspace enabled? If so, then I recommend contacting Zendesk Customer Support.  

    Lisa

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  • Maja Epps

    Hi Lisa,

    Thanks for that, yes, I can see this from Chat Dashboard, but was hoping to view them within Agent Workspace.

    Thanks for explaining that is not possible.

    Maja

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  • Sarah Thompson
    1. Our agents would find it very helpful to see who an incoming chat is from. If a chat gets dropped, or restarts, the same agent likes to pick it back up. Or if it was a bad experience, etc.
    2. Along with that, they miss seeing the "preview" of what the chat is about. It's more efficient sometimes for the right person to grab the chat, than to transfer.
    3. They also miss seeing what country the person is in.

    These are all great features from the classic interface that help our agents be more efficient. Are there any workarounds for now, or planned fixes for the new Agent Workspace?

    I was wondering if there is any way using Triggers to add location into an internal note on an incoming/new chat?

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Sarah Thompson

    Thank you for your comments. I have forwarded them along to our Product Management team.

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  • Sarah Thompson

    Thanks Lisa Kelly. Are those considered feature requests now, or is there a place I can track status of those requests?

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Sarah Thompson I forwarded your comment to the PM team as an FYI. For trackable feature requests, you can post them on our Community site or contact Zendesk Customer Support


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