Managing Unified Conversations in Zendesk - Frequently asked questions
Frequently asked questions
How do I manage chat conversations in Zendesk Agent Workspace?
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…
What are the steps to handle Talk conversations in Zendesk Agent Workspace?
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…
How can I use the conversation header in Zendesk Agent Workspace?
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…
What should I know about messaging support in Zendesk Agent Workspace?
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…
How do browser notifications work in Zendesk Agent Workspace?
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…
Can I end a chat or call without closing the ticket in Zendesk Agent Workspace?
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…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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