Add the ability to set ticket field values from within Zendesk Chat

Beantwortet

10 Kommentare

  • Ramin Shokrizadeh

    Hi Edward,

    Thanks for sharing the feedback. Can you elaborate on what fields and when you need to update them? Is it always at the beginning/end of the Chat?

    Are they the default ticket fields or custom ticket fields you are using?

    Thanks,
    Ramin

    0
  • Edward Judd

    Hi Ramin,

    They are two custom fields that we'd like to update at the end of the chat. They are 'enquiry type' fields so we can record the subject of an enquiry.

    Our current workflow is:

    1. Take chat and chat with customer
    2. End chat
    3. Open chat transcript ticket
    4. Set ticket fields in ticket
    5. Manually solve ticket

    The workflow we want is:

    1. Take chat and chat with customer
    2. Set ticket fields in chat window
    3. End chat and auto-solve chat transcript ticket

     

    2
  • Ramin Shokrizadeh

    Thanks for the additional information Edward. Can you let me know why you are not using chat tags for enquiry type? This is what most other customers do to categorise the incoming requests.

    If you need the custom fields set today, the best solution would be to set the tag on the chat and create a trigger in Support to set the custom field based on the tag that gets added to the chat ticket at the end of the chat session.

    We have no plans to add the ability to set custom ticket fields in the chat interface for the remainder of this year.

    -1
  • Edward Judd

    Hi Ramin,

    We have considered using chat tags but the problem with these is that it's an open text field but we have our enquiry type fields set via drop downs.

    There are a around 50 different 'enquiry types' that our agents can select and so it's not reasonable for us to expect our agents to learn each of the 50. This being the case, we may be unlikely to get accurate results if they were set via tags where the list of enquiry types is not available.

    2
  • Antonio Naddeo

    Please add the ability to add customs fields directly in the Zendesk Chat interface, so that the agent can set a value for the custom field directly while assisting a customer in the chat. Using tags for categorizing tickets, does not work for complex organization where the categories of contact are very broad.

    We use a dropdown custom field with more than 100 values to categorize tickets. Categorizing our support requests is essential, and we would like to be as accurate to categorize chat, as we are for tickets.

    Why not doing it when the ticket is created after the chat? 

    We have a trigger where if a tag is applied the tickets is solved automatically, this is the case where no follow up is needed, so it's efficient to auto-solve a ticket, but this has the consequence of leaving a huge amount of chat without the category custom field applied.

    Custom fields are an important part of Zendesk, I am surprised that you have not found a way to integrate Zendesk Chat.

    Hopefully some product manager will read at this comment and understand where I came from.

     

    2
  • Ramin Shokrizadeh

    Hi Antonio,

    Product manager here, have read your comment and understand your request. Currently, there are no plans to add custom field support to the current Chat experience in the next 6 months. For 2018, we are looking at how we can evolve the Chat experience in the Support product and I have shared your feedback with the team.

    One thing that you can try to not require many triggers is if the tag you put on the chat matches the tag for the value in the custom ticket field (like the dropdown), it will set the value automatically. For your 50 inquiry types, you can potentially create them as chat shortcuts that apply the same tag as the value in the dropdown. Then once the transcript gets appended, the custom field value should be pre-set and the agent doesn't need to do anything/don't need to create a trigger to set the custom field value.

    -Ramin

     

    -1
  • Antonio Naddeo

    Hello I am seeing that you are working on a redesign of the chat experience for agent currently in beta, I think it would be very smart move to add the ability to add custom fields in the chat interface directly:

    https://chat.zendesk.com/hc/en-us/articles/360001754688-Early-Access-Redesigned-Agent-Experience

    5
  • Jorge Lage Saguier

    +1 here. This is also required for us.

    0
  • Antonio Naddeo

    Any update on this request please ? Custom field are such an important part of the chat flow, we cannot rely on tags. We need custom fields to be editable directly from the chat window. I have 60% of my chat tickets not categorised due to this reason. When will we have a solution for this ?

    0
  • Ramin Shokrizadeh

    Hi Antonio,

    Thanks for your feedback. The team are working on what will become the new chat experience inside of the Support product and it will eventually include the ability to set custom ticket fields while working on the chat.

    There is no public ETA for this change as we are still validating designs and the experience. Once we have an early access program that you can participate in, you will be notified.

    Thanks,

    Ramin

    0

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