Managing Messaging Tickets in Zendesk
How do agents manage messaging tickets in Zendesk?
Agents manage messaging tickets in Zendesk by using the Agent Workspace, where messages from the Web Widget are converted into tickets. When a new messaging ticket arrives, agents see an active Accept button to start handling the conversation. They can reply using the messaging channel, add notes, send emails, or make calls.
The workspace provides tools like views, macros, and ticket tabs to help agents efficiently manage and respond to tickets. This setup ensures that agents can provide timely and informed support to customers.
More related questions
How does messaging work in the Zendesk Agent Workspace?
Messaging in the Zendesk Agent Workspace allows agents to manage conversations with customers through a unified platform. Customers can send messages via the Web Widget, and these messages are converted into tickets that agents can respond to. If…
What is the Web Widget in Zendesk messaging?
The Web Widget in Zendesk messaging provides a modern and flexible way for customers to interact with support agents. It allows customers to start and continue conversations at their convenience without losing the conversation history. This feature…
Can customers attach files in Zendesk messaging?
Yes, customers can attach files and images in Zendesk messaging if allowed by the admin. Both agents and customers can add attachments by clicking the paper clip icon or dragging files into the conversation window. However, there are limitations,…
What are the limitations for file attachments in Zendesk messaging?
In Zendesk messaging, file attachments have a size limit of 50 megabytes and support a specific list of file types, including common formats like jpg, pdf, and mp4. While admins can manage file sending options for live chats, these do not apply to…
What information is available to agents in Zendesk messaging?
In Zendesk messaging, agents have access to customer information captured by bots, which is visible in the customer context and custom ticket fields. This information helps agents understand the customer's needs and provide better support. The…
Can agents switch between messaging and social messaging channels in Zendesk?
No, agents cannot switch between messaging and social messaging channels in Zendesk. Once a conversation is initiated on a specific channel, it remains on that channel. However, agents can manage both types of messages within the Zendesk Agent…
How are messaging tickets routed in Zendesk?
Messaging tickets in Zendesk are routed based on configurations set by the admin. Admins can define the types of messages agents receive and how these messages are directed to the appropriate queue. This ensures that tickets are handled by the…
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