Close/End Chat button

Nicht geplant

49 Kommentare

  • Stefanie Pilz

    We also need the "end chat" button a little bit bigger, especially because the chats are limited per agent. 

    0
  • Hello,

     

    we are a Zendesk Premium Partner for Brazil and this is a need for customer services teams we are working with. As we have a big volume of contacts everyday, the end chat button will help our SLA´s. When there´s nothing left to do with the chat, the customer always thinks it´s possible to rank the customer service level and end the conversation. I believe what Zendesk Chat promises is very disruptive and some customers understand, but people in general do not understand it clearly. 

    Ramin, My suggestion is to insert this option in the account settings, and you will see how much Chat customers will work with one or other way. 

    The thing is that maybe a sales team will likely use the regular option to increase sales, but the customer service team will prefer the end chat.

    0
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Bruno,

    Thanks for your feedback. We have no intention to add a close button to the standalone widget in the next 6 months.

    If this is a priority for you, you can use the Web SDK (beta) as a Premium customer to build a custom widget that has a more prominent close button. You can get more info here: https://chat.zendesk.com/hc/en-us/articles/228296807-Beta-Zopim-Web-SDK-Full-Widget-Customization-

    Thanks,

    Ramin

    0
  • Paul

    Hi,

    Just like the people that commented before, I find it quite incredibly that this isn't a standard feature with Zendesk chat. We have limited chats for our agents. Having a small support team, but a fair amount of demand, this can cause serious problems for us. If 3 French speaking customers don't close the chat properly, we won't have any more French support, so not exactly an idea situation.

    Our developers are also quite busy creating new features for our product, so creating a custom button as Zendesk suggests, is just not feasible. I'm sorry to say, but this is Zendesk's job. You have your feedback, with multiple clients saying this is a problem. The creation of an option to have an end button shouldn't be too much of an issue.

    Paul

    0
  • Kate Savaria

    Wow! Three years in from the original request (in this thread at least) and it took Aswin's comment to get this escalated?! Thanks Aswin :)

    0
  • Yuwen Chang

    Agree with Aswin. I hope Zendesk can fix this, too.

    0
  • Steven

    Need a fix for this asap indeed. Hope this will be on your roadmap soon.

    0
  • Erik Rutten

    That's great news Nicole!

    0
  • Gabriele Sannicandro

    Hello Nicole, there are some news about this problem?

     

    0
  • Nicole Saunders
    Zendesk Community Team

    Hi Gabriele -

    The more visible button is still part of the integrated chat experience in the Web Widget. However, we do not currently plan to update the standalone Chat widget experience.

    0
  • Mat

    Hi! Do we have any workaround if the chatter unable to send their responses since the chat box doesn't appear on their end? Any assistance will be greatly appreciated. Thanks!

    0
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Mat,

    Can you email chat@zendesk.com so we can further investigate why the chat box is not appearing in the widget? Thanks.

    -Ramin

     

    0
  • Harriet Klymchuk

    Hey guys,

    Adding a +1 to this thread too; the end chat button isn't very clear to users.  Add that to the fact that agents cannot force a session to end for a customer and it's causing us problems as chat sessions are remaining active when they shouldn't be.

    Any update for this or way to customise it would be great :)

    Many thanks!

    0
  • Şahlan Şahin

    Hi Ramin Shokrizadeh is there an update?

    0
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Şahlan Şahin some of these changes are associated with the recent Zendesk Messaging release: https://support.zendesk.com/hc/en-us/articles/360057455393-Introducing-Zendesk-Messaging 

    0
  • Şahlan Şahin

    Hi, I still can't see a feature for bigger or customizable buttons. Is it possible now?

    Is it also possible to have kind of a "pinned" go back or department selection part / button to the chat widget?

    0
  • Ramin Shokrizadeh
    Zendesk Product Manager

    There is no larger buttons or customisable buttons in the Messaging widget, but the concept of ending a chat that is tied to the session goes away once you talk about Messaging. Feel free to test it out in your sandbox to learn more about the differences in Messaging and Chat. 

    0
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Christina,

    Thanks for the feedback and please monitor the impact of not having the end chat button visible to the customer on your workflow as you scale chat up in your organization. You may also want to share this feedback with your account manager.

    There are no immediate plans to add a close button to the top nav in the next two quarters but there are two options you can look at doing now using our Javascript API:

    1. Add custom close button to the widget that uses the endChat API to end the chat session.

    2. End the chat based on a set amount of inactivity time using the endChat API and some custom code.

    Thanks,

    Ramin

    -1
  • Harish Chilbule

    Hi David, thanks for sharing feedback.

    The chat widget is designed to be always there as online companion to allow customer to reach out to support agents as and when needed. As of now we do not have a feature to allow prominent close button.

    Thanks, Harish

    -5

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