David Rowe

Hi Sean, echoing what the others have said, having the ability to view an agents setup would be extremely helpful when it comes to troubleshooting issues agents may be having as well as being able to visualise how different agents are set up with different workspaces etc

I also posted this in the mobile app feedback section but given this impacts both Agent Workspace and the Mobile App, I wasn't sure where best to post this

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.

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

+1 for this, it would be great to be able to see a report showing the problem ticket ID, the subject, and the number of related incidents.

Even better I would love to be able to build a view that shows problem tickets, with a column showing the number of linked tickets so I can sort by smallest/largest

Looking forward to when this improvement arrives! Thanks ZD team

Yes please, additional views / categories of views would be hugely beneficial in my opinion