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Serving chats in the Zendesk Agent Workspace



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Lisa Kelly

Zendesk Documentation Team

Edited Aug 30, 2024


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65 comments

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Ivan Miquiabas

Zendesk Customer Care

Hi Nikka Tipace
 
Thanks for reaching out! To answer your question, Reporting in messaging has different metrics in Explore so as with reports on tickets. So you can still report separately on Zendesk messaging. 
 
 
 
Hope that helps! 

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I am using WorkSpace, and let's say a client joined via live chat and I could not solve his problem; how do I create a ticket so I can reply to his email and and notify him when issues is solved? Can not find this option in Converstations.

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Paolo

Zendesk Engineering

Hi Kazys,
 
You can set the live chat to automatically create tickets once the conversation starts. More information here. Once a ticket has been created, agents can switch to an email channel if needed. I recommend checking this article to know more: Allowing customers to continue their conversation over email.
 
Best,
Paolo | Technical Support Engineer | Zendesk

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Can you use shortcuts and macros in messaging? 

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