Now that the new editor in Agent Workspace is out, which facilitates more seamless channel switching on Agent Workspace, we've started to rollout a handful of new events & endpoints in the Apps Support API.
These events & endpoints enables Support apps to know about the properties based on the channel (Chat, Email, Talk, Facebook, WhatsApp, LINE, etc..) that the agent is currently on, both from a tab & editor level. This empowers app developers to start to build intentional experiences for each channel on Zendesk Support.
This is has been rolled out to 100% of accounts on 10/20/20 (PDT).
Channel Object (Ticket Sidebar Location)
- This object contains details of the channel based on the last transacted message between an end user and an agent, essentially reflecting the channel displayed on the ticket tab.
- Properties & Actions
- Event
Target Channel Object (Ticket Editor Location)
- This object provides details of the channel based on what the agent has currently selected on the ticket editor.
- Properties & Actions
- Event
Capabilities Object (Ticket Editor Location)
- This object provides rich-text properties of the channel based on what the agent has currently selected on the ticket editor.
- Properties & Actions
- Event
Write a note below, or file a ticket to support@zendesk.com with my email on cc (jmiclat@zendesk.com) if you have any questions and/or feedback!
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