Messaging Limitations in Zendesk Agent Workspace
What messaging limitations exist in Zendesk Agent Workspace?
Messaging in the Zendesk Agent Workspace has several limitations. You cannot create follow-up tickets for messaging, and Chat’s Skills-based Routing only supports live Chat, not messaging tickets. Incidents can link to problem tickets, but public comments are sent via email only if the user has an email address.
Additionally, some ticket-based reporting metrics like Unreplied tickets and % One-touch solves only consider email replies. Sunshine Conversations channels do not receive events from WhatsApp if the business number is blocked by an end user. To create clickable links in messaging, a complete URL must be used as hyperlinks are not active.
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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 are the dashboard limitations 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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“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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