Transferring a chatBeantwortet
When you transfer a chat to another agent in Zendesk it would be great to give them an alert that the chat has been transferred, similar to when they receive a new incoming chat. The agent will generally know that a transfer is going to happen but good to have an alert.
Thanks for sharing the feedback! This completely makes sense, we will include this in the pipeline in upcoming quarters.
We need this desperately.....
We are missing chats because agents don't get a notification when we transfer a chat to them. Hopefully it wil be added soon!
Has there been any more information about this functionality. Not getting alerts when a chat has been transferred is causing quite a few issues.
@Ayush Upadhyay, Please provide some update here...
Hi Jason & Stuart,
I would assure you that this is still in the pipeline, but I don't have a date for you yet.
We will post in the community once this becomes available for general use.
This impacts our teams as well. The potential workaround of an email notification to the newly assigned chat agent for an incoming chat would not be the best customer experience as this would add time delays, likely missed chats, and poor handoffs.
Ideal enhancement specifics:
It really would help our team to have the google notification pop up, sound notification, and chat count increase when a new chat is reassigned to a specific agent. It would additionally be helpful if there could be an indication to the Zendesk agent that is reassigning the chat not only if the other Zendesk agent (the one receiving the transferred chat) is available but is also within their total number of chat conversations allowed.
Thank you for sharing any updates about the stage of this enhancement as well as when there might be a launch on it!
This needs to happen as soon as possible.
Ticket should go into the same queue that the actual agents in the new group/department are in, or have a way to prioritize who is served next. Seems like a simple problem, but any solution might be a little complex. Happy to help zendesk iron this one out if needed!
Bitte melden Sie sich an, um einen Kommentar zu hinterlassen.