Serving chats in the Zendesk Agent Workspace

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38 Comments

  • Fiona
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    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
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    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
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    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 - Community Manager
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    @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
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    @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 - Community Manager
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    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
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    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
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    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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