Limitations in the Zendesk Agent Workspace

Return to top

28 Comments

  • Via Consulting

    Olá Lisa,

     

    Obrigado pelo apoio.

    Temos alguma novidade? Receberemos algum retorno via email?

     

    Att.,

     

    Bryan Munekata

    0
  • CJ Johnson

    Just curious, what happens if they don't? Like, what if they have a power outage mid-conversation? What happens to the chat?

    • Agents must end all chats before logging out.
    1
  • Nour Abdulla

    Hello,

    Is there an ETA for a solution of being able to use the Multi-Brand function of integration for WhatsApp? 

    Thanks 

    0
  • Amie Brennan

    @... Any update on when multi-agent capabilities on agent workspace will be introduced considering we're now nearing the end of H1 2021? 

    4
  • Brad Marshall

    We default our compose to "internal" so that an agent composes their response, reviews it, and then toggles it to public when it looks good enough to send to the customer. It has saved us from accidentally sending messages to the customer that should have been internal or was not ready to be sent to the customer. At least that is how we used to do it before Agent Workspace.

    In Agent Workspace, if you toggle to Public, it resets the form field and you have to start from scratch. Is this a bug or a feature?

    3
  • Rudolph Beaton

    Brad - It's a feature from ZD's perspective. If you toggle back to Internal the text will still be there, so agents composing in an internal note would need to copy and paste the message as they toggle over to Public.

    1
  • Brad Marshall

    Is the feature to allow a user to post both an internal and public comment at the same time?

    Also, does the Apps panel always open up for you on refresh, even though it has been collapsed?

    2
  • Rudolph Beaton

    I'm not sure of ZD's reasoning behind it, but my guess is the idea is the agent could take notes and respond and have both messages simultaneously composed. Also, since you can also select other channels like Chat, they might just be viewing Internal Notes as another channel. I'm just guessing, though.

    And to be honest, we haven't moved to Agent Workspaces yet, so I can't answer your second question. I've tested it in our sandbox and we'll be moving to it soon. Ctrl + alt + A is a quick hot key to collapse/open the Apps section, though.

    1
  • Sydney Neubauer

    From what we experienced, we use internal notes to jot down the conversation of a call or chat but need additional verification via email. The issue we ran into was that you had to submit your internal note before you could type up that public reply. Agent workspace allows you to continue typing notes without needing to pause on following up in an email. 

    With that being the case, I don't know why you are unable to submit both an internal and public reply at the same time

     

    1
  • Joan Ling

    Why is dynamic content for chat shortcuts not supported in the New Agent Workspace?  Do Zendesk want us to use macros instead?

    3
  • CJ Johnson
    • Administrators can manage routing settings for messaging tickets from the Chat dashboard. Chat’s Skills-based Routing only supports live Chat. It is not supported for messaging tickets.

      Does this mean you can set up triggers for routing for Messaging? Or does this mean I cannot do any routing at all for Messages from say, Instagram DMs? 
    1
  • Fernando A

    Hello, will the migration to the agent workspace be mandatory at some point? If so, when?

    1
  • Antonio Naddeo

    When we could expect the limitation on chat routing to be solved? Why this limitation is not mentioned in this article at all? We operate across different countries, so our Groups are language based and we need chats to be routed according to the language of the user. The chat routing in agent workspace is completely unreliable, it does not work well as with former department in Chat. When are you solving it?

    1
  • Anton Verhelst

    Chat shortcuts with options are not supported.

    Is this something that will be supported in the future or is there a workaround somehow?

    1
  • Jay Clementson

    What is the plan for having another agent join the chat? Before this was a good product and this option helped prevent some issues if the original rep hit a roadblock. Now I just get to watch the train crash and fix any issues with customers after the fact.

    0
  • Arpan Nagdeve
    Zendesk Product Manager

    Hi Jay, 
    We intend to support multi agent conversation on the agent workspace, it's part of our committed roadmap and it should be live in H2 21.

    0
  • Arpan Nagdeve
    Zendesk Product Manager

    Packlink Shipping SL
    We have full parity in terms of functionality around routing on agent workspace, we would like to know more on the exact use case that's breaking. Can you raise a support ticket for us to look into the same?

    -1
  • Arpan Nagdeve
    Zendesk Product Manager

    Amie B
    We have to move Multi Agent support to H2 21, and we intend to release the same in this year.

    0
  • Antonio Naddeo

    @... Unfortunately the full parity you mention is not the case in practice. There is an ongoing ticket going on for months now:  #6522890 Thanks!

    1
  • Ayush Upadhyay
    Zendesk Product Manager

    Hi @...

    Chat shortcuts with options are not supported.

    Is this something that will be supported in the future or is there a workaround somehow?

    Shortcuts with options will not be supported in Agent Workspace.

    There is a workaround available for Zendesk messaging (not for chat) where Sunshine Conversations shorthands syntax can be used as a shortcut template to send a list of options to the end user.

    For example, a shortcut with text 

    What is the brand of your laptop?

    %[Apple](reply:Apple) %[HP](reply:HP) %[Dell](reply:Dell) %[Asus](reply:Asus) %[Lenovo](reply:Lenovo)

    can be used to share a list of options to end-users which would look like the following.

    This workaround only works for messaging at the moment.

    0
  • Jay Clementson

    Thank you for providing feedback after this comment thread continued with no feedback from Zendesk for 6 months.

    0
  • Lauren Slack-Chen
    Zendesk Product Manager

    Hi Fernando A. Encinas! The Agent Workspace ticket interface is the new experience for all agents, and at some point, all accounts will need to migrate to this version.

    We do not have a forced migration date set at this time, but should it be required to do so in the future, we can commit to giving accounts ample notice. As "ample" notice is relative, I'd love to get your feedback on how much notice would make you feel the most comfortable? Cheers!

    0
  • Antonio Naddeo

    Hi any comment regarding my previous comment:

    Arpan Nagdeve Unfortunately the full parity you mention is not the case in practice. There is an ongoing ticket going on for months now:  #6522890 Thanks!
    0
  • Chris Gregory

    Hello, what is the timeline for being able to ban a chat visitor from a ticket tab? In our sandbox we are able to ban from the chat app view, but we would ideally like to have this hidden from agents in a prod setting.

    0
  • Carissa

    Hi there! I see proactive chat listed as a limitation, but I was hoping to ask if it would ever be made available for Agent Workspace in the future, and if there is a timeline?

    Thank you!

    3
  • Anna

    Agree with a lot of comments on here. Removing the ability for agents to begin chats is one of the biggest issues we are seeing. Chats are disconnected and when the customer comes back we can't prioritize them. Agents cannot select visitors to start chats with if they are already working with that customer. There is no way for an agent to start a proactive conversation with someone who has been sitting on the site. I see a lot of comments around this and I hope you'll be making this update quite soon as it really inhibits the value of Agent Workspace.

    1
  • Andrew Bishara

    Hi Lisa,

    For the Security limitations part specifically "all Chat agents have access to all Chat messages".  What does this entail?

    Would upgrading to Agent workspace not follow a Custom Enterprise Role with Accessible tickets = All within this agent's groups? / Introduce a security risk if we want to keep these tickets siloed?

    Is this only an issue for light agent role? (also Accessible tickets = Group only)

    Thanks!

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Andrew

    Users on the Enterprise Chat plan can limit chat visibility by department by implementing custom roles But, this limitation isn't enforced in the Zendesk Agent Workspace. 

    When you have a Chat account that's integrated with Support, the agent might still be able to view the ticket in Support, depending on your settings there.

    If you have any further questions, I recommend contacting Zendesk Customer Support to discuss your specific situation. 

    1

Please sign in to leave a comment.

Powered by Zendesk