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Unable to write in a chat ticket (Workspace Agent mode)

Answered


Posted Sep 23, 2021

The agents can´t write in a whatsapp ticket.  They are in workspace agent mode.

 


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Adrian Joseph Magboo

Zendesk Employee

Hi Juan! 

It looks like the agent hasn't assigned the ticket to himself yet. In Agent Workspace, the agent needs to take the ticket first then submit it as open before they can join and type in the ticket. More details here about answering messages in Agent workspace.

I hope this helps.

Regards,

Adrian

 

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