Why members in group can't just reply in messaging directly?

5 댓글

  • Arpan Nagdeve
    Zendesk Product Manager

    Hi Zilong, 
    I'm wondering why the accept chat  button is not considered to serve these kind of conversations. Currently without taking or owning the ticket it's not possible to contribute on the same  

  • Zilong Lai

    Hey Arpan,

    Thanks for your response!

    Actually my account has been upgraded to agent workspace (not zopim) so I can't reply in Chat interface. Would you mind to let me know from where can I find the "accept chat" button?

  • Rachel Martin

    Agree with the above, this seems an unnecessary waste of time. 

  • Joyce
    Zendesk Customer Care
    Hello Zilong and Rachel,
    When you have Agent Workspace enabled in your account, it is required for your agents to "Take it" the ticket and "Submit as Open" before they can join and respond to the chat. This is a native behavior for answering a message in Agent Workspace. Without manually assigning the ticket to the agent, the comment box will show the message View only. Only the assigned agent can join a live conversation. You can also visit this article for more information.
    Hope this helps.
  • Zilong Lai

    Hi Joyce,

    Thank you for your response. But I think the reason we (customers) came here is to seek chances of improvement, not just for descriptions or explanations. I hope your team takes the voice of customers seriously.


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