Browsing your site's visitors for live chat

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  • Philip Gray

    Hi @...,  We recently implemented Zendesk chat and were looking at the possibility of using the visitors list to initiate chats on a proactive basis.  However, having just turned on agent workspace, it seems like proactive chats is no longer an option.

    I was honestly surprised that the functionality that is meant to properly embed Chat into the Zendesk Support product (i.e. agent workspace) has the side-effect of disabling a key feature of the Chat product.

    You mentioned in your comment 10 months ago that improving the agent workspace / visitor list situation was something that the Zendesk PMs were looking into.  Do you know if there has been any progress on this?  Anything on the roadmap?

    At the moment, I'm faced with a choice of either running AW or being able to initiate proactive chats and that's a really unpleasant decision.

  • Trevor Piercey

     Can we have an update on this please? we also just launched ZD chat (in Agent workspace) but it seems kind of pointless/ridiculous that this feature is not available to use in tandem. 

    i.e- being able to still contact users proactively in the dedicated Chat window, but still allowing the Agent Workspace agents to serve incoming chats. 

  • Ruben

    This tuto is really not clear, you don't even explain where is that visitors activity? Also how come we don't see that straight from the tickets?

  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Ruben,
    The following article is about Zendesk Chat. You can reach the following visitor's activity by going to the Chat product page by clicking on the Zendesk Products icon from the upper right. 

    After clicking on it, you will be redirected to a new page and from here you simply need to click on Visitors to view your site activity. 

    Thank you and have a wonderful day ahead!
    Kind regards,
  • Oliver Jackson

    I'm trialling Zendesk Chat, but I never see any visitors appear, even though we know we have some (e.g. I asked the whole team to go to the page). Nothing even appears as Clicked when I test this. It only shows when a visitor has been Assigned and Served.

    Surely there should be some listed as Idle or Active at least?


  • Dane
    Zendesk Engineering
    The behavior you are currently experiencing is a limitation of the Chat Dashboard when you are using Agent Workspace. It will only show the total number of visitors but not the visitor information. Only ongoing conversations are shown in the Dashboard. More information can be found in Limitations in the Zendesk Agent Workspace.


  • Slava Skorbezh

    Are there plans to add this functionality to the Messaging and SunCo web widgets?

  • Aukse

    Hi, i don't have VISITORS in my Zendesk chat.

    I have home and team. Any suggestions? Web widget is enabled on a shopify website.

  • Anne Ronalter
    Zendesk Customer Care
    Hello Aukse,

    this is expected behaviour for newer accounts.
    If this is needed for your workflow, please create a ticket for our Support, so that we can work on it with our developers.
  • Adriano

    If visitors - visual view is not working for messaging, what can be used instead?

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Adriano,
    Using the new Agent Workspaces, one of these limitations is that the Chat dashboard will not be able to display a detailed visualization of your active visitors, like you were able to see previously.
    Only ongoing conversations are shown in the Dashboard. More information can be found in Limitations in the Zendesk Agent Workspace.
    I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. Thank you!

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