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Internal Chat function while using Zendesk Agent Workspace

Leora

On Zendesk Support, we would often use the chat function between agents in order to get/share information effectively and quickly.

We recently changed over to the Agent Workspace, however decided to disable it due to the fact that we are unable to communicate between our team/with other agents via chat as we used to, and are now obliged to use other programs outside of Zendesk to interact.
It would be very useful for us if you could consider re-adding chat between agents to the Agent Workspace programming, as it was a necessary and useful function for us

11 Comments

  • Official comment
    Kolten Kittleson
    Zendesk Product Manager

    Hello everyone,

    At this time there are no plans to bring back the internal chat feature, but as recommended by Ayush, the option for side conversations and internal notes will allow agents to interact with each other. 

    We will of course continue to keep tabs on the thread and update it if there are changes. 

  • Mats

    Please, activate this function asap. Taking it away reduces the advantages with the Agent Workspace for customers with a lot of chats and a spreadout organization as in the current Covid-19 times.

     

    4
  • Matt Frye

    Any Update to this, it is a critical function for us.

    3
  • Preventium Health - Websays

    We need this too!

    3
  • PAUL STRAUSS

    This is a big issue for us too. We really wanted to use the Agent Workspace, but if our agents cant communicate with each other within Zendesk now, it's not worth using.

    3
  • Ayush Upadhyay
    Zendesk Product Manager

    Hi Everyone, 
    We currently do not have any plans to bring the agent to agent chat feature in Agent workspace.  I would recommend using chat tools like Slack or Google Chat in the meantime.

    We will however keep a close eye on this thread for new use cases and in case more customers ask for this.

    1
  • Sarah

    I would like to ask for this feature to be brought back as well please. This was one of our main reasons to switch to Zendesk, so very disappointed to see this removed.

    1
  • Ashley K

     I would also like for this feature to be brought back. This was an essential function we used prior to the new interface. 

    1
  • James Constantino

    I hope Zendesk consider to bring this back soon. 

    0
  • Ayush Upadhyay
    • Edited
    Zendesk Product Manager

    Thanks everyone!
    Noted on the feedback, within a ticket, we offer functionalities like Internal Notes and Side Conversations which would help agents interact with each other. 


    While there are still no plans to introduce this feature in near term, James Constantino Ashley K I would like to understand more on the use cases where an agent to agent chat is needed outside of a ticket. This should help plan for this better in our roadmap.

    Regards,
    Ayush

    0
  • James Constantino

    Hi Aush, 

    Thank you for acknowledging the feedback. We are partnering with an outsourcing company for our frontline customer service team and BPO's have very strict implementation regarding information security, thus, agents and leaders alike aren't able to use external messaging applications.

    Thank you,

    James

    1

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