Handling Talk conversations in Zendesk Agent Workspace involves a few key steps. When a new call comes in, the Talk console opens, and you'll see 'Decline' or 'Accept' buttons. During the call, a new ticket is created, and an active call bar appears at the top of the ticket.
You can place the call on hold, mute yourself, transfer the call, or end it using the status bar. Ending a call updates the ticket with call details and, if configured, a recording of the call. You can then send updates to the ticket as email notifications, including public replies and internal notes.
Managing chat conversations in Zendesk Agent Workspace is straightforward. Active chats appear in the left-most tab, making them easy to spot while working with tickets. When a new visitor wants to chat, you'll see an 'Accept' button on the upper…
The conversation header in Zendesk Agent Workspace provides useful information about your ticket. It shows the conversation type and status, and you can filter by conversation type using the filter icon. Options include All, Public messages, and…
Messaging support in Zendesk Agent Workspace allows agents to receive and reply to social and web messages. These messages appear as part of a unified conversation within the ticket, making it easier to manage all interactions in one place. For…
Browser notifications in Zendesk Agent Workspace are essential for staying updated on incoming chats and calls. Zendesk recommends enabling these notifications from your browser settings. This feature is available in browsers like Firefox and…
Yes, you can end a chat or call without closing the ticket in Zendesk Agent Workspace. This feature allows you to manage conversations efficiently without affecting the ticket status. After ending a chat or call, you can update the ticket with…