| Announced on | Rolled out on |
| September 16, 2024 | September 16, 2024 |
Zendesk is pleased to announce a new option for estimating a customer's wait time in messaging conversations.
This announcement includes the following topics:
What is changing?
With this change, businesses can now set expectations on wait time with their customers. An admin can set up messaging triggers to share estimated wait times with customers after the messaging ticket is added to the queue. Wait time is estimated based on the ticket's position in the queue. They can also set up triggers to send a message once the messaging ticket is assigned to an agent.
Why is Zendesk making this change?
Currently, the customers are unaware of the amount of time it will take for them to connect with the agents, resulting in frustration and abandonment of conversations. Managing expectations on wait time (the amount of time it will take to connect customers to the agent) is critical for a good customer experience.
What do I need to do?
This capability is only available on accounts with messaging enabled and using the improved messaging backend. More information on the setup can be found here. Channels supported are web and mobile messaging. We are in the process of making the improved messaging backend available to more accounts so if your account hasn't been migrated yet, it will be in the coming weeks.
If you have feedback or questions related to this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.