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How to fix issues in Zendesk messaging

Zendesk messaging feature in Agent workspace accounts. This includes how to set up flows using Flow Builder and workflow management.


My agent automatically gets assigned more tickets than their capacity allows

Issue symptoms When my agent goes online, they automatically are assigned more tickets than their capacity allows. Fo...

Edited Jun 19, 2024

0 votes  ·  20 comments

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How do I turn off messaging and go back to live chat?

Question How do I go back to the last version of chat? Can I disable messaging? Answer Before you turn off messaging ...

Edited Jul 27, 2024

0 votes  ·  5 comments

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Can I use a trigger or an automation to identify when the transcript is appended to a ticket?

Question Can I use a trigger or an automation to identify when the transcript is appended to a ticket? Answer Yes, ad...

Edited Dec 10, 2024

0 votes  ·  3 comments

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Why can't I migrate to messaging?

Question Why can't I use messaging? Prerequisites Confirm you have the appropriate phase and plan level and have mig...

Edited Dec 26, 2024

1 vote  ·  0 comments

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Why can't I find my live chat settings in messaging?

Question After I migrate my chat account to messaging, where are my live chat settings? Where do I set up my chat wor...

Edited May 20, 2024

2 votes  ·  0 comments

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Why are some settings missing on the Chat dashboard for live-chat?

Question Some Chat dashboard settings are missing. Why is that? Answer Zendesk Suite accounts created after November ...

Edited Jun 19, 2024

1 vote  ·  0 comments

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Do I need to update to Agent Workspace to use messaging?

Question Do I need to enable Agent Workspace to use messaging? To use messaging do I need to migrate to Agent Workspa...

Edited May 30, 2024

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Why doesn't the pre-chat form populate?

Issue symptoms The pre-chat form doesn't show up even though I have already enabled it. Resolution steps If the pre-c...

Edited May 10, 2023

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Messaging error: Conversation in progress

Issue symptoms When I try to view a ticket, I receive the error: Conversation in progress. An agent is talking to thi...

Edited Nov 29, 2022

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Can bots automatically provide an email address to a customer?

Question Using Zendesk bots, how can I automatically share an email address with a customer and allow them to contact...

Edited Jun 27, 2023

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Why are my agents not getting notifications on the Chat dashboard?

Question I'm seeing tickets for chat interactions, but no notifications on the Chat dashboard. Why are my agents not ...

Edited Nov 04, 2022

0 votes  ·  0 comments

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What happens when I turn off departments?

Question Why do I need to turn off departments when switching to messaging? How do I change my Chat departments to Su...

Edited Nov 22, 2024

0 votes  ·  0 comments

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Can I have different logos for each of my branded widgets?

Question I want to add a unique logo for each of my brands on the widget. Is this possible? Answer Yes, if you have ...

Edited Nov 11, 2022

1 vote  ·  0 comments

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How do I report on messaging conversations?

Question How do I report on chats in messaging if they don’t end? How do I analyze my messaging tickets? How do I ana...

Edited Jun 26, 2024

0 votes  ·  6 comments

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Why can't I turn on my bot in messaging?

Question I migrated to use the conversation bot. Where can I turn this on? This article covers the sections below: P...

Edited Dec 30, 2024

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How can I check which agents are online for messaging?

Question How can I check which agents are online for messaging? Answer Check agents' messaging status using the Live ...

Edited Dec 15, 2023

0 votes  ·  2 comments

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Take this ticket to join the conversation

Question What does the message Take this ticket to join the conversation mean? Answer When agent collaboration for m...

Edited Oct 18, 2024

2 votes  ·  7 comments

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Using the web widget on a shared browser in Agent Workspace

What was happening in the past? When 2 users shared a browser (computer) in the past, the subsequent ticket's reques...

Edited Aug 07, 2024

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How can I ensure the privacy of unauthenticated customers who use the Web Widget on a shared browser?

Question How can I ensure the privacy of unauthenticated customers who use the Web Widget on a shared browser in the ...

Edited Aug 18, 2023

2 votes  ·  11 comments

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Error: Changes couldn't be published. Fix the errors and try again

Issue symptoms I am receiving the error Changes couldn't be published. Fix the errors and try again when attempting t...

Edited May 10, 2023

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Can I transfer a chat to another group outside of my current group in Agent Workspace?

Question I want to transfer a chat to a group or agent I am not part of. Is it possible in Agent Workspace? Answer Ye...

Edited Jan 12, 2023

1 vote  ·  5 comments

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Why do I only see one checkmark for outbound messages sent with messaging?

Question My outbound messages only show one checkmark indicating the message was successfully sent. Why does the deli...

Edited Sep 04, 2023

1 vote  ·  0 comments

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