What does the message View only. Only the assigned agent can join a live conversation mean?
Only assigned agents can message the customer. To reply to the customer, assign the ticket to you by clicking Take it in the Assignee field.
Select Submit as Open to apply the change to the ticket.
If you want to join the conversation, you can reply to the ticket by switching to Internal note from the composer.
For more information, see this article: Receiving and sending messages in the Zendesk Agent Workspace.
Why the agent is not able to answer the message directly after he clicked on Take It ? It seems absurd to me to have to switch to internal note to be able to answer...
thank you for your Feedback on that.
Also, you do not have to make an internal note, you can just click on "take it" and then update the ticket by clicking "Submit as Open" for example.
That way the ticket is with the Agent and there is no internal note.
But yes, Agents will have to update the ticket in some way, before they can reply to a customer.
Why does this sometimes happens randomly? A colleague was in a conversation (Facebook messenger) with a customer. Everyone could take over the ticket, no problem. And then the customer responds and all of a sudden we can not see the ticket in the view. Only the colleague who had responded to the ticket in the past sees this:
Other colleagues do not get this notification.
We would like to tackle this,because when a colleague is on holiday, nobody will see the notification ?
Does someone know the answer ?
It is expected that the notification bell will appear only to the ticket assignee when there's a new update on their tickets.
As a workaround, you can create a trigger to notify all agents via email notification when there's a ticket update, you can use a user tag or custom field so this trigger fires only when the ticket assignee is on a holiday. Another option is you can create a Ticket View where your agents can see all currently open tickets, or make the view more specific based on certain conditions.
I can see that you already raised a ticket related to this with our support team. We'll continue to assist you from there. Kindly check your email for updates!
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