• Ayush Upadhyay

  • April 18, 2022 03:20

  Zendesk Product Manager

  Hi Victoria Thrash, 

  Chats would end if the assigned agent is offline at the time of transfer. This is due to the real-time nature of chats and the inability of offline agents to respond to the chat. 

  Do let me know If this is not the case and we can dig further for you.

  Regards,

  Ayush

• Banner Peksa

  • July 11, 2022 17:39

  Our users get the same prompt Victoria mentioned above, but they receive it even when attempting to transfer to an agent that is online.

• Hiedi Kysther

  • July 12, 2022 13:29

  Zendesk Customer Care

  Hey Banner Peksa,
  
  You will usually get a prompt that chat will be ended if your agent is transferring the chat to an offline agent. Tip: your agents can identify if an agent is online if they can see a green circle around the agent's picture:
  
  
  For more information, you can check this: Transferring a chat. 
  
  I hope this helps! 

• Banner Peksa

  • July 13, 2022 19:36

  Right, that's exactly what Ayush said above, and I read that article. One issue I have with that is that for starters, no one has a green circle. Online status is denoted with a green dot as shown in the picture attached. The second issue is that when I try to transfer to an agent that is displaying the green online status, I still get that warning.

   

  It makes me wonder if there is an issue using this function in the Agent Workspace as opposed to using it in a separate chat dashboard. I haven't been able to find any help articles indicating that is the case, but it's the only reason I can think of why what I see online doesn't match what I see in Zendesk.

• Banner Peksa

  • July 13, 2022 19:47

  

  So I get the exact same message when I try to transfer the chat to CMOORE, who is most definitely online.

• Hiedi Kysther

  • July 14, 2022 08:00

  Zendesk Customer Care

  Hey Banner Peksa
  
  This sounds like we need to further investigate the issue. I've created a ticket on your behalf so we can troubleshoot the issue together. Please check your email for more information. Speak soon! 
  
  

• Peter

  • December 22, 2022 14:13

  Hi Hiedi Kysther,

   

  has this issue been resolved since? I am having the same issue and was wondering if there was a fix.

   

  Thanks!

   

  Peter

• shelley

  • March 07, 2023 23:03

  We have just transferred over to Agent Workspace Chat and are experiencing the same issue where agents are ONLINE however when they transfer the chat ends, was there a resolution? Would be helpful it it was posted to help others.

   

• shelley

  • March 07, 2023 23:22

  With the help of ZD support I was able to work out the issue, it is literally just ticking a box.

  1. Go to Chat Dashboard

  2. Settings / Departments

  3. Make sure the required Departments are 'Enabled for Chat'

  4.  Click on the Department and click the box 'Enable in Chat'

  

  
  https://support.zendesk.com/hc/en-us/articles/4408824439194-Serving-chats-in-the-Zendesk-Agent-Workspace#topic_cqb_whz_c3b

   

   

• Brett Bowser

  • March 08, 2023 20:21

  Zendesk Community Manager

  Thanks for taking the time to share this with everyone Shelley!
  

Please sign in to leave a comment.