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Serving chats in the Chat dashboard



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Aimee Spanier

Zendesk Documentation Team

Edited Jun 21, 2024


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8 comments

Hi, can you tell me why the option to transfer chats to another agent/department is disabled?
We have multiple online agents in the same department but are unable to transfer chats.

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Ahn Letran

Zendesk Customer Care

Hello, Ricardo,

Sorry for the trouble. May I ask if your browsers are currently updated where you serve chats? Also, does clearing cache and cookies resolve it? If not, I will be opening a ticket for you on this, so we could troubleshoot on this issue further is this still persist. Please let me know.

Thanks!

Ahn L. | Customer Support Advocate

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Hi Ahn,

we are using the latest version of Google Chrome (94.0.4606.61). The problem persists even after clearing the cache and cookies.

Thanks !
R

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Ahn Letran

Zendesk Customer Care

Hello. Ricardo!

I'll be opening a ticket for your concern so we could troubleshoot on it further.

We appreciate your patience.

Thanks!

Ahn L. | Customer Support Advocate

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Hello -

I am trying to go through "Transferring a Chat" to another agent and I do not see the "Chat window's Actions drop-down menu." Is this in Zendesk Support - in the Ticket that opens when you accept the chat? Thanks for the help!

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Dane

Zendesk Engineering

HI Sarah,
 
If you are not seeing these options in your current configuration, it only means you're using Agent Workspace. Please refer to Serving chats in the Zendesk Agent Workspace instead.

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Hi Sarah, 

 

I am a zendesk suite user, there is no 'visitors' on  my panel, as I see everyone should have it. 

pls help, thank you.

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Christine

Zendesk Engineering

Hi Ultimatron Shop,

If you are Serving chats in the Zendesk Agent Workspace, chats are served in the Support instance. The customer's Chat visitor path is located in the context panel while viewing the ticket. 
 


For a walkthrough on how to access this, including visual aids, see this article: Viewing customer context in a ticket.

Note: This specific article Serving chats in the Chat dashboard applies to those accounts using Live Chat, if you have Agent Workspace enabled this article doesn't apply to you and it is expected that the Visitor tab won't show visitors as part of Agent Workspace limitations. You may check out this article: Which Zendesk widget do I have with my account and website? to help you determine what type of widget you have in your account.

Hope this clarifies!

Thanks,
Christine

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