Sharing Chats in Zendesk Agent Workspace
How can I share a chat with another agent in Zendesk Agent Workspace?
In Zendesk Agent Workspace, you can share a chat with another agent by having them open the ticket to view the ongoing conversation. While they can see the chat, they cannot participate by sending messages unless you transfer the chat to them. This feature is useful for collaboration, especially if you need input from a supervisor or another department before transferring a ticket.Learn more.
More related questions
Can other agents participate in a chat they are viewing in Zendesk?
No, agents who are viewing a chat in Zendesk Agent Workspace cannot participate by sending messages. They can only view the conversation unless the chat is specifically transferred to them. This ensures that only one agent is actively handling the…
What happens when you transfer a chat in Zendesk Agent Workspace?
When you transfer a chat in Zendesk Agent Workspace, the chat is moved to another agent who can then take over the conversation. However, it's important to note that transferring a chat might close the chat for both parties if not set up correctly….
Can supervisors intervene in ongoing chats in Zendesk?
Supervisors can view ongoing chats in Zendesk Agent Workspace but cannot intervene directly by sending messages. They can monitor the conversation and provide guidance to the agent handling the chat. If necessary, the chat can be transferred to the…
Is it possible to chat directly with another agent in Zendesk Agent Workspace?
Currently, Zendesk Agent Workspace does not support direct chat between agents. This feature was available in the past but has been removed. Agents can still collaborate by viewing each other's chats and using internal notes for communication.
How can I ensure a smooth chat transfer without ending the conversation?
To ensure a smooth chat transfer in Zendesk without ending the conversation, you need to configure your department settings. Go to 'Chat' in the Zendesk Products menu, navigate to Settings > Departments, and enable 'Group Status' in chat. This…
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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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