Limitations in the Zendesk Agent Workspace

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  • barbara
    • 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, CS Supervisor, & 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.



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