Updating Requester in Zendesk Agent Workspace
Can I update the requester during a live chat in Zendesk Agent Workspace?
No, you cannot update the requester during a live chat in Zendesk Agent Workspace. To prevent accidental changes, the requester field is disabled while a conversation is live.
Previously, changing the requester during a live chat could lead to confusion, as subsequent tickets from both the original and updated requesters would be attributed to the original request. Now, you can only change the requester once the conversation has ended. This ensures clarity and prevents mix-ups in ticket attribution. For more details, visit theoriginal article.
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Chats in Zendesk Agent Workspace can end in several ways, ensuring a smooth transition for both agents and visitors. A chat can end if the visitor becomes idle, if the visitor decides to end the chat, or if the agent ends it. These options provide…
How can I end a message in Zendesk Agent Workspace?
Ending a message in Zendesk Agent Workspace can be done through several actions, providing control over message sessions. Messages can end if the visitor is idle for 10 minutes, or when an agent sets the ticket status to pending, on-hold, or…
What happens if I try to update the requester during a live chat?
If you attempt to update the requester during a live chat in Zendesk Agent Workspace, the system will not allow it. The requester field is disabled to prevent accidental changes. This change was implemented to avoid confusion in ticket attribution….
Can I enable live updating of the requester in Zendesk Agent Workspace?
No, live updating of the requester in Zendesk Agent Workspace cannot be enabled. This feature is permanently disabled to prevent confusion in ticket management. If you have specific needs for this functionality, it's recommended to provide product…
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