If you have problems with agents who repeatedly do not share their screens we can block them from using Zendesk unless they are actively sharing a screen.
Blocking will apply to all agents using the extension and can be jarring and disruptive. It should be used as a last resort after you have educated agents how to use the extension and that they are required to share their screens.
When Zendesk blocking is enabled:
Agents will be required to share their screens.
Agents won’t be able to interact with Zendesk until they allow screen sharing.
Agents who stop screen sharing while on a call must share their screens once the call is over to use Zendesk.
Zendesk blocking does not support chat systems. If an agent is working on a chat ticket when they stop sharing they could lose access to the conversation.