Managing agent groups in the Zendesk Agent Workspace

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10 Comments

  • Ahmad Yousef

    Hi Team,

    We have 3 websites, and in the web widget, we are filtering chat departments for each website using the "$zopim.livechat.departments" Javascript API.

    Since the departments will be merged with Groups, will these overrides get affected if we migrate to Agent Workspace? 

    1
  • Michael Froeming
    Zendesk Customer Care

    Hi Ahmad,

    Yes, those APIs aren't expected to work on Agent Workspace. You should use these APIs instead: https://developer.zendesk.com/embeddables/docs/widget/settings#departments.

    Best,

     

    0
  • Jen K.

    Hi team, is there a way to enable the agent workspace for just one group, and not others?

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Jen K.
    Unfortunately, no. You have to enable it for the entire account. 

    0
  • Paul Strauss

    So now that Departments are Groups, how do you route chats to specific Groups? Or do I have to used Skill Routing to do that?

    0
  • Ahmad Yousef

    @... all the support groups will be listed in the departments' section in Chat. You can enable the chat only for the groups you need in the chat settings under "Departments"

     

     

    And you will be also able to set up the department triggers in Chat like you used to do before.

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  • Carman Okon

    When I go to Agent workspace, If I have a department that gets set automatically by the web widget in the web site , will departments get go away?

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  • Rosie Balagbis
    Zendesk Customer Care

    Hi Carman,

    Those Chat Department after the Agent Workspace migration will essentially be linked with your Support Group. As long as the chat department isn't changed after accepting and serving a chat will safely keep that ticket's group in Support.

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  • Bill Reed

    So if there are no Chat Departments, is the customer still required to choose a group/department from the widget? And if so, we can set which groups appear in this field by enabling the groups for chat?

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  • Gab Guinto
    Zendesk Customer Care
    Hi Bill,
     
    Users will still have to select a value from the field if you require them to select a department. And yes, you can head over to Settings > Departments to enable a group/department for Chat; only those that are 'Enabled for Chat' will appear in the widget's Department field dropdown. 
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