Missed Chats (Chat only)

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3 Comments

  • Ramin Shokrizadeh
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    Hi Gregory,

    Thanks for sharing your feedback. Currently, this functionality does not exist and triggers only run on active chat sessions.

    Most customers choose to use the Support product alongside Chat and create tickets for Missed/Offline chats and continue the conversation on the ticket. Have you tried using the Support product with ticket creation already? If not, would recommend using the trial period to see if the ticket integration solves the pain point for you.

    Thanks,

    Ramin

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  • Gregory J Cotton
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    Ramin, thank for the reply.  As I stated originally, we are using only chat, and this is in a pre-sales application, so adding all of our agents to Support would drastically increase our license costs, making Zedesk prohibitively expensive as a chat solution.

    However, your response doesn't seem to really answer my question either.  You state that "triggers only run on active chat sessions," and that is EXACTLY what I'm requesting.  A customer comes to chat, all agents are already busy helping others and no one answers the chat.  There is already a default "Chat Rescuer" trigger that fires and lets the user know that all agents are busy.  However, I couldn't find any additional action in the trigger to send an e-mail, etc. to our agents to notify them that a customer had not been served and that we need to follow-up.

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  • Ramin Shokrizadeh
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    Hi Gregory,

    I did read that you are chat only at the moment and currently there is no workaround within the standalone product. You will need to expand to the Support product (there is a free trial) to see if it resolves the issue for you.

    We recently released the Suite pricing, which does reduce the cost of multiple products: https://www.zendesk.com/suite/

    For you to get that email follow-up right now, you will be required to have the Support product and the ticket integration turned on.

    -Ramin

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