Receiving and sending messages in the Zendesk Agent Workspace

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14 Comments

  • 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?

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  • John Espina

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

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  • 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).

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  • 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!

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  • Daniel S

    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?

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  • 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.

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  • Ashley

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

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  • 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.
     
    Best,
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  • Preventium Health

    I can't find a post in regards to replying to messages inline so I'll ask it here. Our team is asking for the ability to respond to a specific comment using Zendesk Messaging (chat, messenger and whatsapp). Since they can do it directly on Whatsapp they would like to do it through Zendesk and it'll be cool to use it also on Zendesk Chat, so basically for every messaging channel. Is this planned at all?

    Thx

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  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Oscar,
     
    Thank you for reaching out to Zendesk Support.
     
    In regards to your inquiry, we don't have any immediate plans regarding that feature at the moment. But, we do highly encourage you to post this as product feedback in our Feedback - Chat and Messaging (Chat) site.
     
    Thank you and have a wonderful day ahead!
     
     
     
    Kind regards,
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  • Bikash Mohapatra

    Hi Team,

    How can I send a message to a user after 24 hours of inactivity or automate a message so they can respond?

    ex- After 24 hours of inactivity, replies are automatically disabled on WhatsApp. You can't reply unless the end-user writes back.

    Kind regards,

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  • Taylor Bowser
    Zendesk Customer Care

    Hi Bikash Mohapatra

    Thanks for reaching out! You can find that information here: Working with WhatsApp tickets - Bypassing the 24 hour rule

    Hope this helps!

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  • Jonathan

    Hi,

    What if a new messaging conversation is not accepted by any agent, does it continue to bounce around agent to agent?

    Is there any suggestion to monitor these events.
    A downside of switching to messaging from chat is visibility on the acceptance rate and missed chats like how the classic ZD chat had in the dashboard.

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  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Jonathan,
     
    If a new messaging conversation is not accepted by any agent, then it would remain in the queue. The customer can either wait for an agent to accept the chat or if they choose to leave, a ticket is already created for them, and they can go back anytime to the conversation by logging in to their account and accessing it through the web widget. 
     
    There are certain limitations in terms of reporting with messaging, they are metrics such as First reply time, Unreplied tickets, % One-touch, Two-touch solves, Comments (all user types), and Agent updates consider only email replies on the ticket. 
     
    Thank you and have a wonderful day ahead!
     
     

    Kind regards,
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