"Fade" ended chats

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4 Kommentare

  • Christina Fountain
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    Hey Zopim,

    Is there any information you can provide about this request? Our agents are really struggling without any buffer between ending and incoming chats - they are not able to continuously close their tickets in tandem with their ending chats. 

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  • Rajat Garg
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    Hi Christina,

    Thanks for sharing your feedback. Did you consider letting your agents not end the chat immediately? This way they wont be assigned a new chat until they end the chat and they can use this time to update the ticket.

    I understand that there is a possibility of visitor ending the chat from the widget, but what we have seen is that typically visitor's don't end the chat from the widget. Are you seeing otherwise for your account?

    This enhancement is not on our roadmap for next 6 months and based on our experience updating ticket before ending the chat works well. Please let me know if this option works for you.

    Thanks,

    Rajat

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  • Christina Fountain
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    Hey Rajat, 

    Thanks for the response.

    We encourage our agents to end chats right away to maintain efficiency of our chat workflow. From a workforce management perspective, asking agents to do otherwise isn't the best solution for us. 

    The visitor not ending chat from the widget is actually another issue we're experiencing - we do want chats ended right away. We have another post out there requesting a more customizable widget with the End Chat button more visible but that's another subject. 

    Right now we are using the dashboard version of Zopim before we launch Zendesk. I'm hoping using Zopim inside of Zendesk helps alleviate the distress this is causing our agents during high volume periods.

    Thanks, 

    Christina

     

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  • Rajat Garg
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    Hey Christina,

    Thanks for response and explaining your workflow. This certainly helps in understanding your requirements better.

    Our integration with Zendesk allows ticket creations as soon as chat is started. If you use Zopim inside Zendesk, your agents will be able to jump between tickets/chats and update tickets while they are chatting. 

    You can find more about integration at following links:

    https://zopimsupport.zendesk.com/hc/en-us/articles/218429297-Zendesk-integration-v2-0

    https://blog.zopim.com/2016/03/18/zendesk-integration/

    Hope this helps!

    Thanks,

    Rajat

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