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4 Comments

  • Juan Carlos Cabezas

    We can´t transfer a chat from an agent to another. We have to close the chat and asing it to the other agent.

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  • Jason Schaeffer
    Zendesk Customer Care

    Hello Juan,

    Thank you for reaching out! Are you using Agent Workspace? If so the way to transfer the chat is by changing the assignee, if the agent is online it will transfer over to that agent directly, if they are not then the chat will end and the ticket will still be assigned to said agent. There is some additional information below:

    Serving Chats In The Agent Workspace

    If you are not using the agent workspace, I would like to know a little more about the experience. Is this affecting all agents all the time, when this would have started, and if the agents are online at the time of the requested transfer.

    Thanks!

    Jason Schaeffer | Customer Advocate |

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  • Juan Carlos Cabezas

    Thank you Jason! but in our case, the chat is ended even tough the receiver agent is online.

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  • Juan Carlos Cabezas

    We are using agent workspace.

     

    0

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