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35 Comments

  • Jordan Brown

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

    2
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Jordan. Chat translate is not supported for this EAP. 

    0
  • Jordan Brown

    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.

    0
  • Brett Bowser
    Zendesk Community Team

    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 :)

    0
  • Armen Saghatelian

    Hi Lisa Kelly,

     

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

    0
  • Armen Saghatelian

    anyone ???

     

    Brett Bowser, Lisa Kelly

    0
  • Lisa Kelly
    Zendesk Documentation Team

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

    0
  • Fiona

    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!

    9
  • 신승빈

    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?

    0
  • Brett Bowser
    Zendesk Community Team

    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!

    0
  • Abel

    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,

    3
  • Gail L
    Zendesk Community Team

    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.

    0
  • Masha Patrakova

    Hi!

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

    0
  • Gail L
    Zendesk Community Team

    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.

     

    0
  • Daniel Cox

    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.

     

    0
  • Gail L
    Zendesk Community Team

    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). 

    0
  • Lauren Collins

    This looks great, but one thing missing my agents mentioned was the ability to see the user information such as browser or device that you can see in chat. It is great to still see the visitor path but the device and browser info is usually very helpful for troubleshooting. 

    3
  • Matt Foley

    Just enabled the new Agent Workspace and everything looks great but the email sorting is not great for me or my colleagues.

    Please tell me there is a way to move the Reply Box back to the top of the ticket and sort emails from Newest to Oldest rather than Oldest to Newest :(

     

    3
  • Tolulope Kalejaiye

    We just enabled the new Agent Workspace and noticed that the clickthrough links on tickets created via the Channel Framework are no longer showing. Will we need to do something on our end to get the links to show again? Also, the tickets created through my Channel Framework integration are truncating the body of the text on the tickets. Is there some way I can change this behavior as well?

    0
  • Andrei Kamarouski

    Hi, 
    I have a couple of questions about AW: 

    1. There are no notifications when solved social messages get reopened, correct? 
    2. Updater role attribute in views show always Agent for social messages even if the End user was the last updater. Is this feature or bug? 
    3. If the agent is offline or away other agent needs to reassign the conversation to himself first to reply to it. Is there any way to do this without prior reassignment? 
    0
  • Brett Bowser
    Zendesk Community Team

    @Matt, could you provide some additional information on why changing this is affecting you and your colleague? There's no way to change the sorting currently but I'm happy to pass your feedback along to our PM's with some additional context.

    @Tolulope I'm going to create a ticket on your behalf so our team can dig into this further for you.

    @Andrei, hang tight as I'm reaching out to the appropriate team for your questions :)

    0
  • Matt Foley

    Hi @Brett, thanks for your question!

    There's two issues for our instance -

    1. The size of the Composer is too small. When the workspace was active, we had to scroll the screen down after every line we typed a line of text.

    2. It's not convenient or time friendly to have to scroll through a series of back and forth emails to get to the clients response at the bottom.

    I understand and really enjoy the idea of the composer being at the bottom for Chat and social media messages. However, for email - newest to oldest is preferable with the composer on top. I need to be able to react to current information swiftly and keep our SLAs for full resolution time down.

    I would be happy to answer any other questions.

    Thanks!

    0
  • Brett Bowser
    Zendesk Community Team

    Awesome! Thanks for sharing this Matt! I'll pass this feedback along to the appropriate team :)

    1
  • David Cochrane

    Hello,

    Similar to other posters above, is there any way - within the new Agent Workspace - to have the reply box at the top of the thread in a ticket (ie above the last interaction) like it used to be rather than at the bottom of the thread. Having to scroll all the way to the bottom / start of a thread and not be able to easily reference the last communication seems a bit counter-intuitive

    Thanks!

    1
  • Brett Bowser
    Zendesk Community Team

    @David, There's no way to move the reply box currently but I have passed this feedback along to the appropriate team. Thanks for taking the time to share this with us!

    @Andrei,

    1. Typically, solved tickets are reopened on a new response from the end-user.
      Existing experience: New response from end-user is displayed in Notifier App

    2. Currently looking into this but are all agents experiencing this on your account?

    3. Any agent can respond to the ticket via Reply on <social messaging channel>. However, the PM's are looking into improving this experience.

    Hope this helps!

    0
  • Fiona

    Hi! I agree with Matt

    When clicking on a ticket, the ticket opens at the first message (oldest) and you have to scroll all the way down to the most recent (and the reply box). The reply box not being sticky means there's a lot of scrolling back and forth to see previous messages and then type a response. (Matt's number 2 issue)

    The reply also does not move the page down when you are typing. What I mean by this is that if you response is a bit longer than the current screen can show you, you end up typing off screen and you have to manually scroll to the new bottom of the screen to see what you are typing. It's very annoying. (Matt's number 1 issue)

    Thanks!

    0
  • Andrei Kamarouski

    Hi Brett - Community Manager, 

    Regarding Last updater issue - It happens for all agents; it always appears that the agent was the last updater.

    I also have another question. When a client reply back to Pending and Hold tickets we don’t get any notification. I’m assuming that it happens because it saves the assignee but the problem is that the assignee will not be available at all times. Is this the case? 

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Andrei,

    Just to confirm, are you referring to an email notification that you'd like to receive when the client replies to a Pending or On-hold ticket? If so, you could set up a trigger that sends out the notification to the group.

    Let me know if I'm misunderstanding your question.

    0
  • Andrei Kamarouski

    Hi Brett Bowser,

    No, I mean real-time notifications from Messaging tickets on the top bar menu. 

     

    0
  • Prakruti Hindia
    Zendesk Product Manager

    Hi Andrei,

    Thank you for writing in. I am going to answer your question in-line -

    • There are no notifications when solved social messages get reopened, correct? 

    Ticket status changes from Solved to Open when end-user replies. Agent will see notifications when their assigned tickets receive new, end-user reply. There will be notifications when Solved Messaging Tickets get new replies and get reopened, only for tickets assigned to the agent. 

    • Updater role attribute in views show always Agent for social messages even if the End user was the last updater. Is this feature or bug? 

    Sounds like a bug. We can look into this.

    • If the agent is offline or away other agent needs to reassign the conversation to himself first to reply to it. Is there any way to do this without prior reassignment? 

    Yes, the other agent will need to assign the conversation to themselves or get the triaging lead to assign the ticket to the second agent. 

    - Prakruti

     

    0

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