For over a year at our office we were unable to see when our web widget was available for chat. Turns out that someone had added our IP to the banned visitors list. This should have been easy to detect and correct, but it was not because the chat interface will only search through 1,000 entries (the first 1,000, the most resent, who knows?) - and our IP was not among those 1 thousand.
We spent hours internally and with Zendesk support debugging the issue before it was fully understood and could be put right.
I see this as a major bug or in the very least an unreasonable limitation in the chat product.
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