Why can my customers still chat after all agents have gone offline?

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18 Comments

  • Greg - Community Manager
    Zendesk Developer Support

    Hi Yahor!

    Our API does not provide a callback for that type of event, so this wouldn't be possible. You can see the available callbacks in this article to see if any of those would work for your needs.!

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  • Fiona

    Thanks, Ricardo! I don't seem to be able to click on the link you sent, but it sounds like that's the article I need!

    Do I need to keep the support ticket open to allow the satisfaction rating to be added to it? Or can I solve it once I have ended the chat on my end, and the satisfaction rating will add itself if the customer adds one after the ticket is solved?

     

    Thanks!

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  • Brett - Community Manager
    Zendesk Community Team

    Hi Krzysztof,

    Newly created chats will notify the agent with the ring notification unless you apply the code provided by Greg above to hide the widget as soon as all agents go invisible.

    If Chat requests are still coming in when all agents are invisible, most likely the user chatting in visited your website where the widget is hosted prior to agents going invisible.

    Let me know if the above doesn't make sense!

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  • Krzysztof Klimek

    thanks Greg, we are extremely busy with the new live chat and my team was wondering why does it still ring when all the agents are invisible,

    I will try to apply your solution with a scripit on SAndbox account.

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  • Ricardo
    Zendesk Community Team

    Hello, Fiona, 

    Even if an agent ends the chat, your customers can still rate the chat. Basically, the visitor is in control of the chat session and can end the chat session in different ways.

    In the event that the visitor ghosts your agents, their session stays open for 20 minutes before the session is automatically ended. I think the article When do chats time out? is helpful for your case.

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  • Ricardo
    Zendesk Community Team

    Apologies, Fiona. The article is this one: https://support.zendesk.com/hc/en-us/articles/115000084427

    The satisfaction is added to the ticket the moment the customer rates the interaction. If the customer doesn't rate it during the chat session, they may have the chance to do it in the created ticket if you allow it.

    By default, the Request customer satisfaction rating (system automation) (Professional and Enterprise) automation fires 24 hours after the ticket was set to Solved. But this depends on your workflow and if you changed the conditions for this rule. If you kept the automation in the default way, then you don't need to keep the ticket on the Open status.

    Does this answer your question?

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  • Ricardo
    Zendesk Community Team

    Hello Aaron James,

    If you have Chat Routing set to Assigned, then incoming chats are assigned to the online agent currently who's been available for the longest time, or in other words, the agent who is the longest time without serving a chat for.

    Could you please head to Settings > Routing > Settings and double-check which option you have selected there?

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  • Yahor Darashkevich

    @Greg is there a way to do the same regardless of account status? Meaning that once an agent ends the chat, it is automatically ended for the customer, even if there are online agents?

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  • Aaron James

    Hi Ricardo,

     

    Thanks for getting back to me on this,

    Sorry again for being a trouble. As a front-line agent, I do not have the option to edit the settings from my end.

    There are agents who receive back to back chats even though they are the latest one to login.

    The one who stays available for the longest time does not get more chats (frequent) when compared to the one recently logged in.

    Also, if two agents login at the same time, only one gets the chats more frequently.

    I still do not understand, how the chats are routed to one particular agent.

    Thanks for looking into this.

     

     

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  • Fiona

    Does this mean that even if an agent ends the chat, the customer can still leave a rating for the agent? I'm not sure what the best practice is when a customer ghosts (i.e. leaves without warning) - I don't want to end the chat and cut them off but I also don't want to keep unnecessary chats open. Thanks!

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  • Fiona

    Hi Ricardo

    Thanks for that link!

    Our automation is set to only request satisfaction rating if there are public comments in the ticket, which there hardly ever are in chat sessions. 

    I guess my question is more - how does what happens in the chat window update the ticket in Support. So if I 'solve' the ticket in Support without the customer having rated the chat yet in chat window, will the customer subsequently rating me be added to the solved ticket or no? If no, should I be leaving the ticket open for a few minutes to allow the customer to do that?

    Thanks

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  • Jenn Tomaszewski

    Where would this be script be added so it take affect for chats on guide (the Zendesk hosted help center)? Thanks!

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  • Aaron James

    Sure, thank you again for your kind reply, Ricardo.

     

    Have a good one!

    0
  • Brett - Community Manager
    Zendesk Community Team

    Hey Fiona,

    Even if the Chat ticket has been marked as solved, the ticket would still be updated with the satisfaction rating. If you notice that the rating doesn't get applied to the ticket when it's in solved status, let us know and we can take a look for you.

    The only time a satisfaction rating wouldn't be applied to a ticket is if it was in the closed status due to that ticket being read-only at that point.

    Let me know if there's anything else I can help with!

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  • Fiona

    Thank you for clarifying!

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  • Ricardo
    Zendesk Community Team

    Hello Aaron James,

    No trouble whatsoever! We are here to help :).

    There could be other things getting on the way of chat routing. For instance, there could be chat limits in place or even skill routing. I think the best way to proceed is by having an admin of your account contacting us. This way we can take a look at the settings of your account and investigate why the routing isn't working as expected.

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  • Brett - Community Manager
    Zendesk Community Team

    Hey Jenn,

    If you add this script to your document_head.hbs then it should take effect across all pages in your Help Center.

    Let me know if you have any other questions!

    0
  • Aaron James

    Hey there!

     

    I have a question here. Why does only one agent get all the chats, even when there are more agents logged in.

     

    We work in a small team, and a minimum of 5 people log into chats, and only one agent keeps getting chats back to back.

     

    How can the chats be routed equally to all the agents? Please advice

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