Why did my Chat tags not show up on the ticket created from a chat?

Return to top
Have more questions? Submit a request

4 Comments

  • Gail L
    Zendesk Community Team

    Hi Oscar,

    If you don't want the agents to have to take any action outside of chat, then waiting for the customer to leave so that final update of the chat info on the support ticket happens is your best option since at that point the trigger could act on the tag update. I get what your saying about wanting to have the chat tags apply immediately, but that isn't the expected behavior.

    If the agents want them cleared before that happens they would be best off with a macro that would set any tags and submit as solved, but that seems like more effort than waiting for the customer to close their chat window. 

    0
  • Gail L
    Zendesk Community Team

    Hi Oscar,

    While the customer is still in the chat it's still editable, so the final version of the tags and other information from the chat gets updated on the support ticket when they are done, not before.

    Is there a reason that your team can't wait for the customer to close their chat window for the business rule to run on the tag update? 

     

    0
  • Oscar Maynard

    Our agents are spending a lot of time going back into Support just to solve live chat tickets. 

    We were trialling a trigger where if an agent adds the tag 'lc_solved' during a chat ticket, the chat would be automatically solved. 

    However, this article suggests tags are only added when the customer leaves the chat rather than the agent leaving the chat (bizarre). This would explain why this trigger doesn't work as expected, as our agents often leave chats as we find customers don't. 

    Is there another way to prevent our agents having to leave the chat interface to spend unnecessary time going through solving live chat tickets that don't require any follow up?

    0
  • Oscar Maynard

    We find a lot of our customers seem to just keep the window open, so our agents will close it a few minutes after checking if the customer needs anything further. 

    When an agent closes the chat instead of the customer, the tags aren't updated at all, which just seems a bit odd?

    Not sure if there's a better solution for solving tickets that don't require follow up action really quicky/efficiently, preferably from within chat?

    Thanks for your help. :)

    0

Please sign in to leave a comment.

Powered by Zendesk