Transferring a chat

Beantwortet

10 Kommentare

  • Ayush Upadhyay
    Zendesk Product Manager

    Hi @...

    Thanks for sharing the feedback! This completely makes sense, we will include this in the pipeline in upcoming quarters.

    Regards,
    Ayush

    0
  • Jason Walker-C

    We need this desperately.....

    1
  • Miraya kocken

    We are missing chats because agents don't get a notification when we transfer a chat to them. Hopefully it wil be added soon!

    1
  • Stuart Straub

    Has there been any more information about this functionality. Not getting alerts when a chat has been transferred is causing quite a few issues. 

    0
  • Jason Walker-C

    @Ayush Upadhyay, Please provide some update here...

    0
  • Ayush Upadhyay
    Zendesk Product Manager

    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.

    Regards,

    Ayush 

    0
  • Krista Zaloudek

    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!

     

    0
  • Bobby Koch
    Zendesk Luminary

    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! 

    1
  • Andrew G.

    I upvoted this because it's very hard to believe that this still hasn't been resolved. Even if the agent is aware the chat is coming, they should still receive a notification that the chat has been transferred, even if it's just a "ding". 

    0
  • Arpan Nagdeve
    Zendesk Product Manager

    Hello Andrew/Bobby,  thank you so much for taking the time to provide us with your feedback here. This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. Thank you again for your feedback and for being a valuable customer with Zendesk.

     

    0

Bitte melden Sie sich an, um einen Kommentar zu hinterlassen.

Powered by Zendesk