Dashboard Limitations in Zendesk Agent Workspace

What are the dashboard limitations in Zendesk Agent Workspace?

The Zendesk Agent Workspace has several dashboard limitations that affect both administrators and agents. Administrators cannot initiate proactive chats, and the Visitors List only shows ongoing conversations without visitor-level browsing information. Tags are not visible in chat history, and admins must use the Agent Workspace to view or edit tags.

For agents, multi-agent conversation options are unsupported, and they cannot initiate chats. The export transcript option is unavailable for ongoing chats, and agents cannot ban visitors based on cookies, only by IP address. Custom chat apps are not available, but custom Support apps can be used for chats.

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What messaging limitations exist in Zendesk Agent Workspace?

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Can agents transfer chats in Zendesk Agent Workspace?

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What should I know about agent roles and chat access in Zendesk Agent Workspace?

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