Sharing chats with other agents in the Zendesk Agent Workspace

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2 Comments

  • Anton Mintsev (EMEA)

    That's quite a big deal:

    Agents who view the chat in the agent workspace cannot take over the chat, end the chat, or reassign the ticket.

    It's a pity that chat supervisors can't intervene, e.g., if there is a bot that currently owns the chat and we see the conversation is not going in the right direction.
    You can't kick the bot out of the conversation and save the chat manually. Customers used to do it from time to time. 

    1
  • Oliver Cyples

    This would be a really useful feature for us as well. We currently have bots as the initial contact across all of our sites.

    At the moment the bots are currently in their infancy so having the ability to take over Chats would be ideal.

     

    0

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