Sharing chats with other agents in the Zendesk Agent Workspace

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  • Anton M.

    That's quite a big deal:

    Agents who view the chat in the agent workspace cannot take over the chat, end the chat, or reassign the ticket.

    It's a pity that chat supervisors can't intervene, e.g., if there is a bot that currently owns the chat and we see the conversation is not going in the right direction.
    You can't kick the bot out of the conversation and save the chat manually. Customers used to do it from time to time. 

  • Ollie

    This would be a really useful feature for us as well. We currently have bots as the initial contact across all of our sites.

    At the moment the bots are currently in their infancy so having the ability to take over Chats would be ideal.


  • James Green

    I agree with @... on this. I'm on this page because I'm currently watching a chat that's trainwrecking and I can't do anything to stop it besides ask them to send it to me via internal note.

  • Khajik Khajadourian

    This is a cool feature, but we still need the ability to warm transfer chats in Agent Workspace. 


    When Agent Workspace was first promoted, we took advantage of it but quickly discovered the ability for an agent to chat directly with another agent was no longer available.  For example, an agent is on a call with a customer, but needs to consult a peer agent on a solution. In the past, the agent could chat directly with another agent and accomplish this. With Agent Workspace, the ability to do that disappeared.  Has this stumbling block been corrected?

  • Anais

    How do we "supervise" agents, please? When an agent is on training, we would like the supervisor to be able to see live what the agent is doing (in particular in regards to answering messaging tickets). 

  • Lisa Kelly
    Zendesk Documentation Team

    Hi Anais,
    If an agent is messaging with a customer in the Agent Workspace, another agent/supervisor can open the ticket and view the ongoing conversation. But, conversations cannot be served by more than one agent at a time.

  • Radboud Van de Pol

    Hi Lisa,

    Is can we expect the option to transfer chats in Agent Workspace? I would think this would be a high priority feature!

  • Lisa Kelly
    Zendesk Documentation Team

    Hi Radbound

    As the article says: "You can ask other agents to open the ticket and view the chat. These agents cannot participate in the conversation by sending chat messages, but you can specifically transfer the chat to them"  

    You can cick the "transfer the chat" link in the paragraph above to learn about transferring chats in the Agent Workspace. 

  • Derek Feswick

    transferring the chat to another agent seems to close the chat for both parties - def not ideal. What's the workaround or solution for this please?

  • Wouter Bulen

    Derek Feswick Had the same problem, here's how we solved it:

    1. In your "Zendesk Products" menu (top right corner), go to "Chat".
    2. In the left menu, go to Settings > Departments.
    3. Click on your department to go to its settings.
    4. Check the box "Group Status: Enable in chat".
  • Derek Feswick

    Appreciate the reply - I did figure it out eventually :) ...created a new group for Chats and now we're able to transfer without ending the conversation. Thanks!


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