Limitations in the Zendesk Agent Workspace

Return to top


  • Barbara Brauner
    • If there are multiple accounts defined for the same channel type (for example, WhatsApp), tickets can be routed by only by channel type, not by a specific integration account.

    Is there a plan to address this limitation? How do other teams overcome this issue? Are there any workarounds?

    Being able to add multiple Whatsapp accounts is of limited use to us, if we can't effectively do anything with them, i.e. can't differentiate from where the tickets are coming from.


  • Riah Lao


    Is there an update on when chat agents can use macros with dynamic content from the Agent Workspace?


  • CJ Johnson
    • You cannot create follow-up tickets for messaging.

    So, what happens then when a customer replies to a closed ticket that was started from a message? 

  • Riah Lao

    Any update on ability to use Dynamic content for chat shortcuts?

  • Dane
    Zendesk Engineering
    Hi Andrew,
    As of the moment, the only EAP available is for multi party/end-users conversations. The multi agent is already in the roadmap and is expected to be launched this year. We don't have a definite date for it yet.
    It will create an entirely new ticket. It will not have a reference like "Follow-up to ticket #XXXXXXXXX".
    We don't have any update yet regarding the utilization of dynamic content in chat shortcuts. Frequently visit our Zendesk page to be updated for any changes or improvements on our products.
  • JJ Miclat
    Zendesk Product Manager

    Hey Chris Gregory, Admin NN, & Andrew Lo

    We're shooting to rollout the following features by the end of this year (2022), we'll keep you posted:

    • ability to ban specified end-users from initiating a chat in Agent Workspace
    • multi-agent conversations in Agent Workspace

    For Support-only customers that have under 25 agents, we'll be auto-activating them over to Agent Workspace in Q3 of this year (2022). We won't start auto-activating customers that have Chat over to Agent Workspace until Q2 of next year (2023) at the earliest, we want all major feature parity gaps to be accounted for before we do so.


  • Daniel

    We've recently moved to Agent Workspace and have noticed a big impact to performance, with increased latency, hangtime and timeout errors. This seems to impact chat Agents in particular, so I am curious as this article seems to imply that when we were using the legacy agent interface that our Chat data was hosted in the same location as our Support instance. Is this a correct reading of this?

  • Gil Atlan

    Feedback - we're using Zendesk Support only

    the good: 

    • The floating reply box is awesome
    • The translate button is very handy
    • Redact button
    • from within the tickets' context, you get a list of help center articles that the requester saw
    • from within the tickets' context, you get a list of tickets that your requester commented on
    • from within the tickets' context, you can easily find and share relevant help center articles

    the bad:

    • Reading from top to bottom instead of bottom to top. We all hate this change
    • The ticket tab now shows requester name rather than ticket subject, which might make sense for Chat but not at all for emails
    • There's no try-it-before-you-buy-it - it's either enabled for all agents or disabled - you can't compare between enabled and disabled side by side
    • When switching from internal to external or vice versa, the message doesn't follow
    • Bugs:
      - we've found a closed ticket that's missing parts of it so unreadable
      - the translation button isn't always available for some reason
      - in some tickets, when users forward an email and they have an attachment, a visual bug appears

    Deactivating it for now, but I'll keep an eye out for how it changes

    Overall only 1/3 of the people responded positively to the change

  • Lisa Kelly
    Zendesk Documentation Team

    Hi Daniel,
    For issues with Chat latency and questions about data hosting for your account, contact Zendesk Customer Support

  • Lisa Kelly
    Zendesk Documentation Team

    Hi Gil
    Thank you for your thoughtful feedback on the Agent Workspace! I have forwarded your comments along to our Product Management team.  You can also post and vote for features on our Ticketing System - Community site

  • Jabez Guanga


    Checking in to see if there's been an update to the following chat limitation. 

    • Idle timeout is no longer available and agent idle timeout settings carried over from the Standard agent interface after migration to the Agent Workspace cannot be changed.
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Jabez
    I don't have any new information about this. It's still a limitation. 

  • Lila Kingsley

    Hi, I have a few questions on the limitations--hoping someone can clarify a few things!

    Chat Limitations Section:

    • Ban:  you say ban is not supported. But the Dashboard limitations section mentions IP bans ARE supported while cookie bans (in chat bans)  are not.  Can you confirm IP address bans via the Dashboard are still supported in workspace?
    • Custom Roles:  you say custom roles may prevent use of the workspace due to channel rules and to check/update them to allow chat access.  We use custom roles in chat and support.  I don't see chat in support role config, and I don't see channel in chat role config.  So not quite sure what we need to do here to make sure we are good to go, can you advise?
    • Idle Timeout:  you say it is not supported, but also say it will be carried over and can't be changed.  So does this means if enabled at migration it will still function after migration?

    Security Limitations Section:  can you clarify what you mean when you say it is possible for light agents to access chat messages via unpublished APIs?  Trying to understand if this is something we need to care about.

    Messaging Limitations Section:

    • Follow ups:  You say they are not supported.  I see from a comment that emails on closed messaging conversations will create a new ticket but it just isn't marked as a follow up.  I assume this limitation also means the UI follow up button won't appear for messaging tickets?
    • Multiple Accounts for Channel Type: Unclear on what you mean that messaging tickets can't be routed by a specific integration account, can you clarify?
  • Sachin Kotekar

    Do we have an update on when our agents can see browser/device information (User Info) when a user initiates a live chat? When this will be available in the Agent Workspace? In our business those details are really useful to help customers in resolving their issue. Please advise.

  • Socios Luciano P

    It would be extremely useful for us to have visibility of end-user information such as location, browser, device, and IP address in the Agent Workspace as it will save agents valuable time to gather these details directly from the customer.

  • shelley


    After recently moving over to AWS I have discovered some other Chat limitations, which should be added to the article

    1. Transfer Chat - audible sound notifications do not work! Meaning when an agent transfers a chat to another agent, the agent receiving the chat does not hear a sound notification.,Regards%0AAyush

    2. Shortcut tags - tags added by a shortcut are viewed in the system as 'manually added' by an agent. Meaning 'manually added' updates are not recognised in explore reporting, only 'system added' tags are recognised.
  • Jozsef Hajdu

    hi, before Agent workspace (AW), we could see the device or OS the end-user is using, which is important in our business. Since we activated AW we no longer see in the tickets interface this information. Is it a limitation?

  • Julio H
    Zendesk Customer Care

    Hi Shelley,

    Thanks for your feedback.

    Currently, Messaging tickets support sound notification when the ticket is being transferred to another agent (only possible with omnichannel routing).

    However, chat tickets using AW, currently does not have this feature. 

    In regard to shortcut tags viewed as manually added by an agent. This is expected, as the shortcut was manually added by the agent, however, you should be able to filter this in Explore. As per the following documentation, in the correct dataset. 

    Reporting with tags

    I will recommend creating a new ticket with Zendesk Support in case you are unable to report with tags. 


  • shelley

    Hi Julio H

    Thank you for your comment. The link to Reporting with Tags goes to marketplace for an App call Smart End-users Merge app. I am thinking this is not the document you were referring to?

    I have already contact ZD Support about this issue when I first came across it. We discovered that this is a limitation when we moved over to AW, which meant reconfiguring all the custom reports we had set up that uses the shortcut tags. It would have been nice to know this is expected behaviour when for AW so this task of updating the reports could have been added to the prep list for the changeover. No matter for me now, hopefully it will help someone else.

  • Amie

    hey JJ Miclat and team,

    Is there any update on when multi-agent conversation might be available in agent workspace? Last update was a while ago on this one. Keen to know if it's on the horizon soon. Will be a very nice re-addition back into agent workspace. :)



  • Kolten Kittleson
    Zendesk Product Manager

    Hello Amie (and anyone else of course),

    We are still working hard to bring multi-agent conversation to Agent Workspace, and hope to have some really exciting news in the first quarter of 2024, so stay tuned. 



  • Nikita Kadri

    Hi Team

    How does reporting work for Chat? Can we extract the Chat monitoring report from Explore now which was earlier available on the Zopim dashboard? Along with the charts and metrics that would show up there?


Please sign in to leave a comment.

Powered by Zendesk