Using the Chat dashboard with the Zendesk Agent Workspace

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  • Arpan Nagdeve
    Zendesk Product Manager

    Hi Josh,
    We're still under evaluation, we'll not bring the visitor list functionality in totality on agent workspace but a set of use cases will be addressed by the different initiatives and features. For example following visitor list features will be addressed by the separate products 
    a) Explore product in future will let admin see the current work assignment for all the agents 

    b) Omnichannel queue will bring the visibility on the chats that are not yet picked by an agent 

  • Jamie Noell

    Our team leads need to be able to monitor live chats from a QA perspective and offer real-time feedback to newer agents.  The visitor list allowed for that easy visibility.  


    We ended up creating a view in Support to show Active chats so that our team leaders could have a "dashboard."

  • Adam Hanna

    Is there any update on what Cyndi said above, especially regarding more in depth user info? Having aspects such as browser, IP, device, etc are integral for many of our account maintenance processes for security reasons

  • Arpit Dangi


    We want to pass some user info to show in agent workspace. this will make our agents life easy in identifying the customer type.

    How this can be done?

    PS we are using webwidget

  • Philip Gray

    We recently enabled Agent Workspace primarily for the better integration that it offered between Chat and Zendesk Support.

    But the changes it has made to the visitor list has meant that we're not able to manually initiate chats with our visitors on a proactive basis.

    The current situation forces us to make a lose/lose decision about the Chat product: we either lose the integration between Chat and Support that AW provides, or we lose the ability to initiate proactive chats.

    Is there any plan to address this by delivering a solution to manually initiate a chat with a website visitor while agent workspace is enabled?


  • Boa tarde, pessoal!

    Se uso o Zendesk Support não é disponibilizado o Zendesk Chat para que consiga usar também?

  • Lisa Kelly
    Zendesk Documentation Team

    Hola Andressa
    I don't speak Spanish, but I think I know what you're asking. If you're using the Zendesk Agent Workspace, you need Support to view and manage Chat conversations. 


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