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16 Comments

  • Jordan Brown
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    I don't see any option to translate the chat. Has the translation feature been removed?

    1
  • Lisa Kelly
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    Hi Jordan. Chat translate is not supported for this EAP. 

    0
  • Jordan Brown
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    Is there a plan to add this? I hope the current agent dashboard won't be discontinued without adding this feature to the new dashboard.

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  • Brett - Community Manager
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    Hey Jordan,

    Thanks for taking the time to share this with us! I was able to confirm with our PM's that this is something they're looking into adding in the future but no ETA to provide yet.

    Let me know if you have any other questions :)

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  • Armen Saghatelian
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    Hi Lisa Kelly,

     

    This is a great new functionality. Any ETA when the Agent Workspace will be live for everyone? 

    0
  • Armen Saghatelian
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    anyone ???

     

    Brett - Community Manager, Lisa Kelly

    0
  • Lisa Kelly
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    Hi Armen, Unfortunately. I cannot comment on future product development in this space. Have you contacted your Zendesk account representative? 

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  • Fiona
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    Just some feedback (after using it for 1 hour):

    Overall I like it. I wish we could choose to have the 'public reply'/'internal note' box stick to the bottom of the ticket when we scroll through past conversation so that we can always type there and don't need to be at the most recent part of the conversation. 

    I also would like to have the option to move the reply/note box to the top (where it was). My colleague commented that she feels like she's having to look down a lot more (we have quite big screens so it sits low on the screen). 

    I like having the user tab on the right - seems very useful!

    Thanks!

    3
  • 신승빈
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    When activating and chatting this function, the Hangul input function does not work properly.

    There is no problem when answering in public, but the Korean input function does not work properly only when chatting.

    When can this problem be solved?

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  • Brett - Community Manager
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    Hey 신승빈,

    I'm going to bring this into a ticket so our Customer Advocacy team can troubleshoot this with you.

    Thanks for taking the time to report this to us!

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  • Abel
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    Hi all,

    I would like to change the answer field to appear at the top, I have received many complaints from agents. They have to do a lot of scrolling when the ticket is very long.

    Thanks,

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  • Gail L
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    Hi Abel,

    If you'd like to create a feature request for this you can post in out Feedback on Support topic, we've got a guide for writing effective feedback posts up to help.

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  • Masha Patrakova
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    Hi!

    I don't see the option to transfer the chat to another agent. Is that coming later, with translations? 

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  • Gail L
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    Hi Masha,

    When you were setting up the agent workspace, did you complete the migration of chat departments to support groups?

    The chat transfer option is only available in the agent workspace if that step has been completed.

    We've got directions for it in our Migrating to the Zendesk Agent Workspace guide.

     

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  • Daniel Cox
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    Hi All,

    From a quick glance, this requires the purchase of the Social Messaging add-on - as I need this capability primarily for Chat - does this mean I still need the chat licences as well as the Social Messaging add-on?

    Dan.

     

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  • Gail L
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    Hi Daniel,

    The plan requirement for agent workspaces is that you be on the Suite plan, which has chat as part of its included bundle. You do not need the Social Messaging add-on as well if you're not planning to connect any social media accounts to Zendesk (if that ever changed you could get the add-on and be able to use it with the agent workspaces). 

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