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ZenDesk App - An agent is talking to this customer
Posted Nov 07, 2024
Hi Guys,
I'm the only agent but when I look at new tickets via the ZenDesk App I'm not able to response as it's in use?! Is this a bug?
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Posted Nov 07, 2024
Hi Guys,
I'm the only agent but when I look at new tickets via the ZenDesk App I'm not able to response as it's in use?! Is this a bug?
0
1 comment
Gabriel Manlapig
It turns out that the hiccup you're experiencing is tied to the chat app you're using. We did some digging and found out that this is actually a known limitation with the Zendesk Agent Workspace and the Chat app. You can check out the details right here: Limitations in the Zendesk Agent Workspace.
Regarding that error message you're seeing – "An agent is talking to this customer. You can see a transcript of this conversation when they're done" – when you're trying to hop into a conversation with an offline message through the Zendesk Support mobile app, it's actually expected behavior. As it stands, our current setup doesn't support responding to Chat Agent workspace tickets in the Support app. It's a feature limitation we're dealing with.
What this means is, while you can't reply in real-time through the app, you'll definitely be able to view the transcript or message once the chat has wrapped up or if it's an offline or missed chat. I know it's not ideal, but that's the current state of play.
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