To help you manage unified conversations in the Zendesk Agent Workspace, this topic describes some of the interactions that occur when Chat and Talk conversations are managed from a Support ticket. It also describes how to use the conversation header to view useful information about the ticket. For more information about the workspace, refer to About the Zendesk Agent Workspace.
- Working with Chat in unified conversations
- Working with Talk in unified conversations
- Using the conversation header
- Messaging support
Working with Chat in unified conversations
When you work with Chat in a unified conversation:
- Zendesk recommends enabling browser notifications from your Zendesk site, so you can see chat notifications when they come in. See your browser documentation for details.
- Active chats appear in the left-most tab, so they are easy to see when you’re working with tickets.
- When a new visitor wants to chat, you’ll see an Accept on the upper right.
- Visitors who are online and actively chatting are highlighted in green. Visitors who are still online but inactive for a few minutes are highlighted in orange.
- When a visitor enters a new reply to your chat, a New messages marker appears in the conversation to help you quickly locate the change.
- You can end a chat without closing the ticket or updating the ticket status.
Once a chat has ended, you can send updates to the ticket as email notifications and you can include public replies, internal notes, and so on.
You can include attachments in a chat. Also, you can send the attachment as an email reply after you end the chat.
- When a visitor leaves, a Close chat button appears at the top of the conversation.
Click Close chat to finish the chat. When the chat is ended, you see a Chat ended marker in the conversation.
- If you update the ticket status or close the ticket tab before the chat is ended, a reminder message appears to keep you from closing the chat unintentionally.
Working with Talk in unified conversations
When you work with Talk in a unified conversation:
- Zendesk recommends enabling browser notifications from your Zendesk site, so you can see talk notifications when they come in. See your browser documentation for details.
- When a new call comes in, the Talk console opens and you’ll see a Decline or Accept button.
- While the call is in-progress, a new ticket is created and an active call bar appears at the top of the ticket.
You can use this status bar to take the following actions:
Icon Description Place the call on-hold. Place yourself on mute. Transfer the call to another agent. End the call.
- You can end a call without closing the ticket or updating the ticket status. When you end the call, the ticket is automatically updated with call details, and if configured, a recording of the call.
Once a call has ended, you can send updates to the ticket as email notifications and you can include public replies, internal notes, send attachments, and so on.
Using the conversation header
You can use the header at the top of the conversation to view useful information.
- The header shows your conversation type and status. See examples below.
- Click the filter icon () to filter by conversation type. Choices are All, Public messages, and Internal notes. If you have only public messages or only internal notes, the filter icon doesn't appear.
- Click the events icon ( ) to toggle between ticket conversations and events.
In the Zendesk Agent Workspace, the some legacy events have been discontinued and are not shown in the event log. This includes TwitterEvent (legacy), FacebookEvent (legacy), FacebookComment (legacy), and SmsEvent.
In Chat conversations, ticket events include the IP address of the chat agent. To see the visitor's IP address, refer to the visitor's info on the Chat dashboard.
- If an SLA target status () appears, it displays information about the Service Level Agreement associated with the ticket. Hover your mouse over the rule to show the date by which the ticket must be solved.
- The header may also include an options () menu to select additional actions you can take. For example, the email options include:
- Create as macro: Creates a macro from the ticket. With macros, you can provide standard responses to issues that have already been addressed.
- Merge into another ticket: Merges one or more tickets into another ticket. For example, two tickets from the same user about the same issue.
- Mark as spam: Marks the ticket as spam and suspends the requester.
- Delete: Deletes the ticket
- Print ticket: Prints the ticket
Social and web messaging are supported in the Zendesk Agent Workspace. When configured, agents can receive and reply to social and web messages in the Zendesk Agent Workspace. Messages appear as part of a unified conversation within the ticket. For more information, see Receiving and sending messages in the Zendesk Agent Workspace.
Great question! The Agent Workspace interaction with third-party telephony integrations should remain constant. The UI was built out with such things in mind, so if there are changes it would likely be due to how that specific integration is opting to work.
Using the Conversation Header
There is an image (Lisa Kelly via Chat) that displays the location, device and browser. We have Agt Workspace / Chat enabled. When I toggle to events I cannot see this information when chat is live or when chat had ended.
I am trying to work out what I am missing. Is there a box I haven't checked, or something that is not enabled?
Hi Tina. I'm not familiar with how the Agent Workspace interacts with third-party telephony integrations, but maybe Kolten Kittleson can comment.
Hi Lisa Kelly, Is the device information etc meant to show when chat is live or only when the chat has ended?
You should be able to see this information in your Chat events. Contact Zendesk Customer Support so they can help you with your issue.
I've not seen the browser notification for Talk before (specified in this section above) and am interested in how to set it up.
I just found this article which sounds like it would detail how to do it. but it just points to another article which doesn't even reference browser notifications. Can someone advise?
When I look in my chrome notification settings I just see our subdomain URLs with a port specified. Do we need to add z3n-iris.zendesk.com as appears in the screenshot above?
How does the Agent Workspace interact with third-party telephony integrations? I've read quite a bit about how it interacts with Talk. We have an active integration btw Zendesk and Talkdesk. Thanks.
Hi Shelly. See my comment above. Contact Zendesk Customer Support so they can help you with your issue/questions about your account.
Browser notifications occur automatically for incoming calls when browser notifications are enabled. This is a browser setting outside of Zendesk. Browser notifications are a feature of Firefox and Chrome, but not Safari or Internet Explorer.
If you are using Chrome, you can click the lock icon beside the URL and then allow/enable 'Notifications' from there.
Hope this helps!
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