Request: When Agent Workspace is enabled, agents using the Zendesk Support mobile app should be able to continue working on a support ticket once the chat interraction has closed.
Problem: We have a number of interractions with end users that begin as chat interractions that are then coverted into support tickets. Often these same tickets would then be passed to engineers or field installation teams who use the Zendesk Support mobile app while on the move to bring up the relevant information.
Prior to migrating to Agent Workspace, this was not an issue, however since making the change, we are presented with a message that says "An agent is talking to this customer. You can see a transcript of this conversation when they're done" this is despite the fact that the chat interraction was closed days prior.
Screenshot from within the mobile app
Screenshot from the ticket confirming the chat has ended.
The ticket cannot be updated at all from within the mobile app if the ticket originated as an Agent Workspace chat
Impact: For our business, this impacts the ability of our engineering and installation teams who primarily use the mobile app for their day to day assignment of jobs. If a fault is raised from a chat interraction with a customer, the field tech is unable to provide any updates (either internal or external) from within the app
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