Receiving and sending messages in the Zendesk Agent Workspace

Return to top

22 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?

    0
  • John Espina
    Zendesk Customer Care

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

    0
  • 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).

    0
  • 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!

    0
  • 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?

    0
  • 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.

    0
  • Ashley

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

    0
  • 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,
    0
  • Unir

    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

    0
  • 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,
    0
  • 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,

    0
  • 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!

    0
  • 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.

    0
  • 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,
    0
  • Phil Gates

    How would I end a messaging session if a customer becomes abusive? If I solve the ticket, that does not stop them, as any reply opens it again. I would like for my agents to be able to end a messaging session (when the customer is messaging with Customer Service via a web Answer Bot).
    I don't think I can ban them as that's only for chat.
    Any suggestions?

    0
  • Marine
    Zendesk Customer Care
    Hi Phil!
     
    It's not possible to 'end a session' in Messaging, since it's not sessions-based and is more focused on the asynchronous conversation goal of this feature. 
    However, you may create a trigger or an automation that will mark as Closed the Messaging tickets based on your own conditions. So that, every new message sent after the ticket was marked as Closed will create a new ticket. 
     
    You're right about banning visitors in Messaging, this is currently not possible. Banned visitors are indeed only for Chat, for now. This is one of the limitation in Messaging. However, Sunshine Conversations SDK offers this functionality. Here is the document that highlights this function.
     
    I hope this clarifies!
     
    0
  • vincent solitario

    Hello, 

    Is it possible to separate the accept button for different channels? like for the  facebook messenger, twitter, and live chat they their own Accept button. This is the problem that we are trying to solve, we do have different teams to cater each channel but the messages in messaging is mix. 

    thank you.

    0
  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Vincent,
     
    I'm afraid, there's no way to separate the accept button for different channels as of the moment. I can imagine, it would be incredibly helpful. I would recommend you to leave Feedback in our Community. Our Teams are frequently looking through the posts in order to get ideas on future additions to the Software. The more a votes a post gets, the higher the chance that the feature will be added in the future.
     
    I hope that answers your question.
     
    0
  • Anthony Strader

    Hi I have an question 

    What does it mean on twitter when it says  that This request looks like it might be automated. To protect our users from spam and other malicious activity, we can’t complete this action right now. Please try again later. does anyone know how to get rid of that error notifcation on twitter???

    0
  • Noly Maron Unson
    Zendesk Customer Care

    Hi Anthony,

    I did some digging and it seems to be an ongoing issue with Twitter based on this Community post. I highly suggest that you reach out to Twitter support for this one.

    Hope this helps.

    0
  • Jon Simone

    If a customer is waiting in the queue and no agents are available is there a way to send them an email after a certain amount of time letting them know we will follow up via email? 

    This functionality seems awkward.

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Jon,
    You can set up triggers and automations to automatically reply to messages and chats (including via email). Contact Zendesk Customer Support for details about how to set this up on your account.  

    0

Please sign in to leave a comment.

Powered by Zendesk