| Announced on | Rollout starts | Rollout ends |
| November 15, 2021 | November 15, 2021 | November 22, 2021 |
Zendesk is adding support for assign links in the Zendesk Agent Workspace. You can now use the assign link in a ticket comment to assign the ticket to another agent.
This article includes the following sections:
What’s changing?
In the Zendesk Agent Workspace, the assign link appears below the agent's name in ticket comments. To assign the ticket to the agent, click the link.
Only agents who can reassign a ticket will see the link. Also, you won't see assign links next to ticket comments that aren't associated with an agent. For example, a system message or a comment from an end user. For more information about assign links, see the help center article.
Why is Zendesk making this change?
Zendesk is making this change to provide feature parity with the standard agent interface in Support. Assign links are a popular feature with Zendesk customers and we wanted to make sure it’s supported in our latest interface.
What do I need to do?
If you have the Zendesk Agent Workspace enabled on your account, you don’t need to do anything else. Your account will be updated automatically.
Limitations
Assign links don't appear for live chat and active messaging conversations. After the conversation has ended, assign links will appear. For example, when the chat ends or a messaging user hasn’t replied for over 10 minutes.
1 Comments
Hello,
I appreciate this feature, but now it does not show the recipient or people in Cc on ticket. Is it possible to have that visible again? I would have to go to "Events" to see who the e-mail was sent to or who were in Cc.
Now it looks like:
Before it looked like:
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