When you’re serving chats in the Zendesk Agent workspace, there are times when you want to collaborate with other agents to solve customers issues. For example, if you’re a new agent, you might want your supervisor to monitor your chat with an important customer, or you might want an agent from another department to view the chat before you transfer a ticket to them.
If you are chatting with a customer in the agent workspace, another agent can open the ticket and view the ongoing conversation. When another agent is viewing a chat, you’ll see their profile image on the ticket.
For the early access program, you can ask other agents to open the ticket and view the chat, but these agents cannot participate in the conversation by sending chat messages. Instead, you must specifically transfer the chat to them. Also, agents who view the chat in the agent workspace cannot take over the chat, end the chat, or reassign the ticket.