Note: The latest Zendesk Agent Workspace experience is available to a limited set of customers as part of an early access program (EAP).
This article describes chat features that you can use in the agent workspace. For more information about the workspace, refer to Using the Zendesk Agent Workspace
This article contains the following topics:
Setting your chat status
You can set your chat status directly from the ticket interface.
To set your status
- Click the agent chat status icon in the top bar.
- Select a status from the dropdown menu.
Status choices are:
Online: Signifies you're available to answer chats.
Away: Signifies internally to other agents that you're away from your computer. You can still serve chat requests when your status is Away.
Invisible: Lets you log into the dashboard but not be visible as online. You can still get incoming chat requests and serve chats if you're invisible.
Answering a chat
This section describes basics of how to chat with visitors in the agent workspace. Agents can answer chats directly from the workspace, but they cannot start a proactive chat with a visitor.
There are two options for how incoming chats are sent:
- For broadcast mode, agents can see the number of chat requests. The top bar shows a Serve chat button with the number of chat requests.
For assigned mode, incoming chats will appear on the top-right corner of the workspace (instead of a pop up tab). The top bar shows an Accept chat button.
To answer a chat
- Click Serve chat or Accept chat to open a chat conversation. When you start a chat with a visitor, the chat conversation appears in the ticket with the visitor name and status at the top.
- To learn more about the visitor before you chat, click User to see the visitor’s essentials card and interaction history.
- Enter a reply and click Send.
- When you're finished with a chat, click End Chat to end the conversation.
Transferring a chat
This section describes how to transfer chats in the agent workspace. Agents can transfer chats to other agents or to groups (chat departments) by using the Assignee field in the ticket. To use chat transfer, your administrator must work with Zendesk to set up mappings between Support groups and Chat departments.
When you transfer to groups, remember the following:
- You can transfer the chat to another group.
- You can transfer the chat to the same group you're in, provided you're not the only agent online in that group.
- Transferred chats are added to the bottom of the chat routing queue.
To transfer a chat
- In a ticket, make sure your ticket fields are saved before transferring the chat.
- Click the Assignee field (near the upper left of the ticket).
A list of groups appears.
- Scroll the list and select a group, or select an agent within a group. You can also enter a group name or agent name to filter the list.
A message appears asking you to confirm the transfer.
- Click Assign.
If the transfer is successful, a confirmation message appears.
Receiving a transferred chat
When you receive a transferred chat, a message appears in your chat queue with the name of the person who assigned the chat to you.
- Click Accept chat to take the chat.
Using shortcuts in Chat
With chat shortcuts, you can save typing time by inserting common phrases with just a few keys. For example, you might want to create a shortcut that says, "Hi there, how may I assist you today?"
Once you have created shortcuts for Chat from the Chat dashboard, you can use these shortcuts for serving chats in the Zendesk Agent Workspace.
To use shortcuts in Chat
- In a chat, start typing a shortcut, or type a slash (/) to view all shortcuts. The matching shortcut options appear.
- Highlight the shortcut you want to insert either by clicking it, or you can scroll through the chat options by pressing the down arrow and then Enter.
The complete shortcut appears in your conversation. For more information on chat shortcuts, see Chat: Inserting common phrases with shortcuts.
For the early access program, the following Chat features are not supported:
- Chat apps are not supported and Support apps have some limitations. For more information, see the Ticket editor API and the Ticket and New Ticket sidebar API.
- Chat actions such as invite agent, chat ratings, export transcript, and ban are not supported. Translate chat is also not supported.
- Agents can transfer chats, provided an administrator has done the required Support groups to Chat departments mapping.
- Chat limits are not supported.
- Agents cannot send attachments via chat, but they can receive attachments.
- Chat tags (shortcuts with tags included are hidden).
- Operating hours are not supported. Agents must go offline manually when their shifts end.
- Agents must end all chats before logging out.
- Side conversations in tickets are not supported.
As product development continues, Zendesk will add more Chat features to the workspace.