Philip Gray

Thanks for the response, @...

The suggestion of creating views doesn't address the use case because, as you say, the chat's will only show up in a view once they've been started.

The use case is for agents to be able to initiate chats with visitors who have not yet engaged with the widget.

Hope that helps.

More than a year now since the original post on this and over 6 months since my first comment.  We didn't adopt agent workspace because of this issue but there still doesn't seem to be any sign of anything changing.

What's more, I'm now seeing messages in the Zendesk support UI encouraging adoption of Agent Workspace.  Makes me wonder how long it will be before AW becomes a mandatory upgrade.

Are you aware of a timeline for that @...?  Is there anything in the product roadmap on this?

 

We recently enabled Agent Workspace primarily for the better integration that it offered between Chat and Zendesk Support.

But the changes it has made to the visitor list has meant that we're not able to manually initiate chats with our visitors on a proactive basis.

The current situation forces us to make a lose/lose decision about the Chat product: we either lose the integration between Chat and Support that AW provides, or we lose the ability to initiate proactive chats.

Is there any plan to address this by delivering a solution to manually initiate a chat with a website visitor while agent workspace is enabled?

@...?

We recently enabled Agent Workspace primarily for the better integration that it offered between Chat and Zendesk Support.

But the changes it has made to the visitor list has meant that we're not able to manually initiate chats with our visitors on a proactive basis.

The current situation forces us to make a lose/lose decision about the Chat product: we either lose the integration between Chat and Support that AW provides, or we lose the ability to use an important feature that Chat provides.

Hi @...,  We recently implemented Zendesk chat and were looking at the possibility of using the visitors list to initiate chats on a proactive basis.  However, having just turned on agent workspace, it seems like proactive chats is no longer an option.

I was honestly surprised that the functionality that is meant to properly embed Chat into the Zendesk Support product (i.e. agent workspace) has the side-effect of disabling a key feature of the Chat product.

You mentioned in your comment 10 months ago that improving the agent workspace / visitor list situation was something that the Zendesk PMs were looking into.  Do you know if there has been any progress on this?  Anything on the roadmap?

At the moment, I'm faced with a choice of either running AW or being able to initiate proactive chats and that's a really unpleasant decision.