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The connection to Zendesk through web chat today is mostly compatible only to the older Chat feature of Zendesk. Zendesk now has this Agent Workspace which combines the chat feature with the ticket system. The older chat feature will also not be updated nor developed any further according to Zendesk.
Out of pure accident our Zendesk account was switched to Agent Workspace, me thinking we would not be able to answer chats for Watson through that, panincked of course. Expect we are able to answer the chats through the agent workspace easily, and it works much better in so many more ways for our employees. The only problem with that is that we do not see what the user was asking Watson about. And there for we don't know anything about the conversation the user just had with the chatbot.
For people who use Zendesk a lot, with emails, chats and calls. The Agent Workspace is a solution I think everybody uses, and for us not being able to use it with the Watson connection is not so great. As well of course that the older chat feature in Zendesk is not something that will be serviced.
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