Serving chats in the Zendesk Agent Workspace

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44 Comments

  • Concept2

    Thanks @.... Are those considered feature requests now, or is there a place I can track status of those requests?

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Sarah Thompson I forwarded your comment to the PM team as an FYI. For trackable feature requests, you can post them on our Community site or contact Zendesk Customer Support


    -1
  • Dream

    If Live chat for Agent Workspace is not ended, Can I search for text in the ticket? 

    Example 

    A customer chatted and called us for cancelling their order (Order No. LR923-43E-3242). But our agent cannot search for an order number)

    1
  • Michael Rieder

    We were not able to transfer an ongoing chat from one agent to another agent.

    Afterwards we found out that we have to activate the group for live chat under chat/agent#departments. From my point of view this little detail was not mentioned in the article above.

     

     
    3
  • Lisa Kelly
    Zendesk Documentation Team

    Michael Rieder.   Hi Michael, this article on Serving chats is for agents using Chat in the Zendesk Agent Workspace, not for Admins who are setting up the workspace. We cover the Department configuration requirement in this article: 
    Chat tasks for administrators
    See step #5. 

    0
  • Tan Jee Han

    Hi there,

    May I know what is the reason for the chat to be disconnected intermittently during certain times despite when the internet connection is stable and available?


    Kindly do advise on the potential root causes for this issue to occur? It is very disrupting to know this happening unexpectedly every now and then as we have to constantly monitor the agent's online status to ensure that this doesn't happen and also to ensure that we do not have missed chats or offline messages sent to us.

    Thank you


    0
  • Arpan Nagdeve
    Zendesk Product Manager

    Jee Han, 
    Let us know through a support ticket whether your disconnection issue is resolved.

    0
  • Arpan Nagdeve
    Zendesk Product Manager

    Kamolchanok Jittrepit until chat ends transcript is not indexed by the search, so it's not possible to search while chat is ongoing

    0
  • Hannah Voice

    Hi there. This article says "If enabled, agents and visitors can send and receive attachments via Chat." but this article says "Customers cannot currently attach files to messaging conversations." Could you please confirm? Thank you!

    0
  • Arpan Nagdeve
    Zendesk Product Manager

    Hi Hannah, 
    Chat and Messaging conversations are 2 distinct offering and thus attachments works differently. On chat both agents and customers can upload attachments, where as for messaging we only support agents to upload an attachment. Customer support for uploading attachment is part of our roadmap. 

    0
  • Hannah Voice

    Thanks @.... Could you point me to the best resource that outlines the differences between chat and messaging? I've read through these:

    But if I'm understanding correctly, messaging replaces chat? If we have messaging enabled and a customer starts a chat, is that actually a message... or is it a chat? You can probably tell I'm a bit confused 😉 

    0
  • Jamie Martin

    Is there a workaround for a team lead jumping into an active chat? The instructions above indicate that the agent will have to route the chat to the team lead but only if they are "active." Since our leads are included in multiple groups to see tickets, this would route an available chat to the team lead if they went on "active." Am I missing something here or is there another way to enable just our leads to be able to jump into an ongoing chat?

    1
  • Khajik Khajadourian

    Will the UI be changed to make it more clear which groups are Chat departments and which are not? We just migrated to the Agent Workspace and our agents are accidentally transferring to groups that are not active chat departments, which is ending the chat and turning it into a ticket. 

    1
  • Tejas

    Before you migrate is a broken link

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Thank you, Tejas Patil. The link is fixed! 

    0
  • Rina

    How can we use shortcuts in the main Zendesk Agent Admin workspace?

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Rina. It's the "Zendesk Agent Workspace", not the "Admin" workspace. The workspace is designed for agents who manage tickets, not admins. To find the shortcuts you can use in the workspace, click your Profile image and select Keyboard shortcuts.

    1
  • Rina

    My apologies Lisa Kelly - I had meant the shortcuts that you can set up within the Chat interface, and how you can use those whilst in the Agent Workspace to answer messaging tickets/live chats. I have just found them now, but disappointed to hear that you can't use the multi-option shortcuts (where you set predetermined response options for the customer to select from)

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Rina. My apologies for the misunderstanding! I see you found the answer to your question. 

    0
  • Bruno Menezes

    Hi,

    Does the agent who's transferring the chat need to be in the group they want to transfer the chat to?

    Thanks.

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Bruno,
     
    Yes you can.
    0
  • Emiliano Nencioni

    We lost desktop sound chat notifications. Going to the Chat dashboard, Settings > Personal > Sounds & Notifications, everything is correctly activated. Still, no sounds. Mobile App sounds are active anyway. Any ideas?

    0
  • Scott Mullikin

    I am testing Chat and we are unable to transfer a chat to another Agent.  I followed your example above.  When attempting to transfer the chat the response we receive is:

    "End Chat     This will close the current session.  Would you still like to end the chat?"  

    What is causing this?  Is there a setting we need to update?  Thanks!

     

    0
  • Michael Rieder

    Scott Mullikin

    If I remember correctly: We had to add the agents to a departments and then enable theese departements for chat.

    2
  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Emiliano,
     
    Thank you for reaching out to Zendesk Support.
     
    In regards to your issue about the chat sound notifications, I would advise checking your browser's permission for the sound settings within the site settings. It could be that you need to allow permission for the Zendesk website to enable sound.
     
    Thank you and please don't hesitate to reach back if you need further help.
     

    Kind regards,
    -2
  • Ben Steele

    Is it possible to see how long a customer has been waiting in the queue within the agent workspace?

    1
  • Dane
    Zendesk Engineering
    @Ben,
     
    You will still need to use Monitoring real-time chat metrics to monitor all your incoming chats.
    -1
  • Ben Steele

    Dane - Thank you, but this can't be seen within the agent workspace. I was hoping the team could see this either before picking up the chat, or immediately after (e.g. adding an internal note in the ticket).

    I will look at using a trigger with tags to provide a range (e.g. 0s - 59s), then update a field in support to avoid the team having to look through the events for this.

    0
  • Nico Bartolomeo

    Hey there! When we get chats that were prompted by a trigger we only see the user as 'Visitor' and a string of numbers.

    When that happens we ask them for their name and email address, so we can log their support cases against their account. In the old chat views, there were two fields where you could quickly set their name and email address while still in the chat.

    That's not an option anymore in the workspace, I take it because the chat is already technically a ticket?

    However changing someone from 'Visitor12345' to their name/email is a bit more cumbersome as you need to go to their profile, change the name and add the contact there. Also, it doesn't let you add an email contact to that user if one with that email already exists, so I'm not sure what the correct thing to do is in that case. 

    Any plans of adding a feature similar to the one that used to be available in the chat view? Or is there already a better way to do this that I'm not aware of?

    Let me know if any of that is unclear, and thanks for your help!

    0
  • Michael Rieder

    Hi Nico Bartolomeo

    I would recommend you to set up a pre-chat form to identify the user before the chart starts.

    https://support.zendesk.com/hc/en-us/articles/4408882974234-Enabling-the-pre-chat-form-on-the-Chat-widget

    0

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