Receiving and sending messages in the Zendesk Agent Workspace

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  • Monica Wong

    I also have the same question as Morvan above - if a customer replies to an open ticket and the assigned agent is not online, can an automation be set up to reassign to the group?

  • John Espina

    Hi Monica, I will be creating a ticket with regards to your concern about automation setup. 

  • Greg Schiestl

    Is it possible to merge Messaging based tickets?  I'm not seeing the option for Merge unless the ticket has another communication channel used (for example the Email channel).

  • Brenda Cardinez

    Hi Greg,

    This should be possible, tried it from my end and it works like a charm. If you're having issues with this, feel free to let us know so I can create a ticket for you and investigate this further! Thanks!

  • Daniel Stanciu

    Hi, I am looking to create a work-space where a team leader is able to multi edit a ticket range (from a group/queue) and send the same public reply to all customers associated with these tickets...Is this possible? how?

  • Gab Guinto
    Zendesk Customer Care

    Hi Daniel,

    An agent will only be able to send a Messaging reply if a ticket is assigned to them, so if you are looking to send a reply to messaging conversations in bulk, then I'm afraid that's not possible.

    But, if you're looking to send an update via email, then you should still be able to update and send a public reply to multiple tickets through bulk update. You can create a ticket view that will list the tickets from a group, and from there, select the tickets that you need to perform a bulk update on.

  • Ashley

    Are you able to unfollow/follow a user for a Twitter ticket? I don't see that capability in Agent Workspace. 

  • Josh
    Zendesk Customer Care
    Hi Ashley!
    Thank you for reaching to us. With Zendesk, you can monitor and interact with Twitter accounts, and convert tweets into tickets. As an agent, you can reply to these tickets through Twitter, or by other means.
    As of this moment, you can only unfollow users when you login directly from twitter itself.

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