Limitations in the Zendesk Agent Workspace

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43 Comments

  • 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.

    Thanks.

    3
  • Riah Lao

    Hi,

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

    Thanks

    1
  • CJ
    • 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? 

    2
  • Riah Lao

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

    3
  • 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.
     
    @CJ,
     
    It will create an entirely new ticket. It will not have a reference like "Follow-up to ticket #XXXXXXXXX".
     
    @Riah,
     
    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.
     
    0
  • 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.

    Cheers,
    JJ

    0
  • daniel.savage

    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?

    1
  • 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

    1
  • Lisa Kelly
    Zendesk Documentation Team

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

    -1
  • 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

    1
  • Jabez Guanga

    Lisa Kelly

    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.
    0
  • Lisa Kelly
    Zendesk Documentation Team

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

    -1
  • 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?
    1

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