Managing Unified Conversations in Zendesk
How do I manage unified conversations in Zendesk Agent Workspace?
Managing unified conversations in the Zendesk Agent Workspace involves using various features to streamline communication. This includes handling messages, calls, and tickets all in one place, making it easier for agents to provide efficient support. For more detailed guidance, you can explore theZendesk help documentation.
More related questions
What is the Generative Search feature in Zendesk Agent Workspace?
The Generative Search feature in Zendesk Agent Workspace is part of an early access program (EAP) that enhances search capabilities. It allows agents to find relevant information quickly, improving response times and customer satisfaction.
How can I set my status for messaging and live chat in Zendesk?
Setting your status for messaging and live chat in Zendesk is crucial for managing your availability. If omnichannel routing is activated, the status menu will be replaced by a unified status setting, allowing you to manage your presence across…
How does auto-accept work for live chat and messaging in Zendesk?
When auto-accept is enabled by your admin, the Conversation and Accept buttons are removed, allowing incoming chats and messages to be automatically accepted. This feature streamlines the process, ensuring that agents can focus on responding to…
How can I translate live conversations in Zendesk Agent Workspace?
Zendesk Agent Workspace offers automatic translation for live conversations, enabling agents to communicate with users in different languages. This feature helps break down language barriers, ensuring smooth and effective communication with a…
How do I link, quote, and pin content to tickets in Zendesk?
In Zendesk, agents can link, quote, and pin content to tickets using the knowledge section of the context panel. This feature allows agents to provide relevant information quickly, improving the efficiency and quality of customer support.
How do I receive and send messages in Zendesk Agent Workspace?
To receive and send messages in Zendesk Agent Workspace, you need to have the workspace set up with at least one web or social messaging channel. This setup allows agents to handle customer inquiries across different platforms seamlessly.
How can I manage conversations using the notifications list in Zendesk?
The notifications list in Zendesk helps agents manage social and web messaging conversations efficiently. By organizing notifications, agents can prioritize and respond to customer inquiries promptly, enhancing the overall support experience.
What are ticket tabs and how do they help manage conversations in Zendesk?
Ticket tabs in Zendesk allow agents to manage multiple conversations simultaneously. By organizing tickets into tabs, agents can switch between different customer interactions easily, ensuring that no conversation is left unattended.
How do I set my agent status for Support, Messaging, and Talk in Zendesk?
Setting your agent status for Support, Messaging, and Talk in Zendesk is essential for managing your availability across different channels. If omnichannel routing is enabled, you can set a unified status to streamline your workflow.
How do I work with authenticated end users in Zendesk Agent Workspace?
Working with authenticated end users in Zendesk Agent Workspace allows agents to interact with verified users, enhancing security and trust. This feature is enabled by a Zendesk administrator and is crucial for handling sensitive customer…
How can I search for content in the knowledge section of Zendesk?
Agents can search for content in the knowledge section of the context panel while working with tickets. This feature allows them to quickly find relevant articles and information, improving the efficiency of customer support.
How do I view user profiles from the Help Center in Zendesk?
When profiles are enabled in the Help Center, users can click on any username in an article, post, or comment to view their profile. This feature provides insights into user activity and engagement within the Help Center.
How do I set up my browser or phone for calls in Zendesk Talk?
Setting up your browser or phone for calls in Zendesk Talk involves choosing your preferred device for making and receiving calls. This setup is crucial for ensuring smooth communication with customers.
How do I receive and make calls in Zendesk Talk?
To receive and make calls in Zendesk Talk, you need to set up your browser or phone. Once set up, you can handle incoming and outgoing calls efficiently, ensuring effective communication with customers.
How do I transfer calls in Zendesk Talk?
In Zendesk Talk, you can transfer calls to a group, another agent, or an external number. This feature is useful for directing calls to the appropriate person or department, ensuring that customer inquiries are handled by the right team.
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