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 are the chat limitations in Zendesk Agent Workspace?
The Zendesk Agent Workspace has several chat limitations that users should be aware of. For instance, if your account supports a high volume of chats or has many chat-only agents, it's recommended to consult with your Zendesk account representative…
Are there any security limitations in the Zendesk Agent Workspace?
Yes, there are security limitations in the Zendesk Agent Workspace. Unlike Support, Chat does not support restricted agents, meaning all Chat agents have access to all Chat messages. This could be a concern if you are using restricted agents like…
What messaging limitations exist in Zendesk Agent Workspace?
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Are there Data Center Location (DCL) limitations in Zendesk Agent Workspace?
Yes, there are Data Center Location (DCL) limitations in the Zendesk Agent Workspace. While Ticketing System Helpdesk features are covered by DCL, certain messaging features are not. Accounts created with messaging enabled after April 17, 2023, may…
Can agents transfer chats in Zendesk Agent Workspace?
Yes, agents can transfer chats in the Zendesk Agent Workspace, but there are limitations. Chats can be transferred provided Chat departments are mapped to Support groups. However, agents cannot transfer chats to Sell users unless the Sell user also…
What should I know about agent roles and chat access in Zendesk Agent Workspace?
In the Zendesk Agent Workspace, agent roles and chat access have specific limitations. Agents with custom roles may not be able to use the workspace due to channel-specific settings. It's important to ensure custom roles allow for Chat access….
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