Lisa Kelly

1. Support
2. ...
3. Getting started with the Zendesk Agent Workspace
4. Activating focus mode for voice and chat in the Zendesk Agent Workspace

Hi Rina, You can use omnichannel routing feature in the Zendesk Agent Workspace to help manage agent workload for inbound calls and messages. 

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• Lisa Kelly
• Creación 6 de febrero de 2023 16:28
• 0 votos

1. Agent guide
2. Ticket basics
3. Redacting ticket content in the Zendesk Agent Workspace

Hi Avital, Just to clarify. Agents on plans lower than Enterprise, such as Team, CANNOT redact ticket content. Which is what you wanted, correct? Only agents on Enterprise plans can redact and only...

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• Lisa Kelly
• Creación 6 de febrero de 2023 15:57
• 0 votos

1. Agent guide
2. Ticket basics
3. Redacting ticket content in the Zendesk Agent Workspace

Hi Avital, As it says at the beginning of this article, only "admins and agents in custom roles with permission" can redact ticket content. Admins can redact. But, If you don't explicitly activate ...

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• Lisa Kelly
• Editado 6 de febrero de 2023 00:35
• 0 votos

1. Objects and rules
2. ...
3. Workflows
4. Setting up contextual workspaces

Hi Damien, Have you tried using our macro suggestions feature? See Using suggested macros.  It uses AI to suggest the most-relevant macros for agents.

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• Lisa Kelly
• Creación 3 de febrero de 2023 17:20
• 0 votos

1. Agent guide
2. Ticket basics
3. About the Zendesk Agent Workspace

Hi Nora, Are you referring to the video at the top of this article? It takes a minute to load. 

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• Lisa Kelly
• Creación 30 de enero de 2023 20:57
• 0 votos

1. Agent guide
2. Ticket automation and collaboration
3. Using Slack in side conversations

Hi Luis, Did you make sure the Zendesk app was added to your Slack channel? Otherwise, Slack cannot communicate with Zendesk. See Adding the app to a Slack channel.  If that still doesn't fix the i...

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• Lisa Kelly
• Creación 30 de enero de 2023 16:41
• 0 votos

1. Support
2. ...
3. Getting started with the Zendesk Agent Workspace
4. Configuring the context panel in the Zendesk Agent Workspace

Hi Tobias, If you're having a problem with community search results in your account, contact Zendesk Customer Service, so they can help you. 

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• Lisa Kelly
• Creación 25 de enero de 2023 16:55
• 0 votos

1. Agent guide
2. Ticket basics
3. About the Zendesk Agent Workspace

Hi Dea, For issues with your account, contact Zendesk Customer Support so they can help you. 

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• Lisa Kelly
• Creación 17 de enero de 2023 17:25
• 0 votos

1. Account
2. ...
3. Accounts and billing
4. Preventing account suspension

Hi Nathalie,  If you're having trouble with your account, contact Zendesk Customer Support. 

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• Lisa Kelly
• Creación 9 de enero de 2023 16:30
• 0 votos

1. Agent guide
2. Ticket basics
3. Redacting ticket content in the Zendesk Agent Workspace

Hi Jameela, You can redact messaging tickets, provided: The messaging ticket was created after April 2022.  The ticket has been submitted to Pending, On-hold, or Solved. Messages in an active mess...

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• Lisa Kelly
• Creación 6 de enero de 2023 23:30
• 1 voto