Admin to Team Internal Chat Option

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6 Comments

  • Ramin Shokrizadeh
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    Hi Andrew,

    Thanks for sharing your feedback regarding the current agent-to-agent chat functionality.

    Couple questions for you:

    • Do your agents talk to each other in other channels like Skype or Slack? Or does all communication happen within the Chat product?
    • What type of messages would you need to broadcast to all agents? And how often do you think you would need to do this? Would you have a requirement to send messages only to agents in specific departments?

    Currently, there are no plans in our 2017 roadmap to change the current behavior of the agent-to-agent chats to support rooms or globally broadcasted messages.

    -Ramin

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  • Jacob J Christensen
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    We use the Zendesk Notification App to push messages to our remote teams, it is limited and only one-way, but it get's the job done most of the time.

    It can message all or only a select group, it also supports markdown, which is nice.

    Maybe worth considering.

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  • Andrew Laidler
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    Hi Ramin/Jacob!

     

    Thanks for your ideas

    Ramin - we communicate through emails also but for quickness we use the agent to agent chat facility. We don't use any other chat channels although this might be worth considering.

    Also regarding the messages we send, it would need to be all agents. For example when it is busy and we need more agents to change their status to online to handle the incoming chats. Quicker to send to all rather than individually. (we use departments differently... we don't have customer service, sales etc... we use them to route chats to specific tiers. all chats go to T1 and then when on invisible to T2 etc... based on highest conversion etc) so we wont be sending messages to a specific department it would be all.

    Jacob - Unfortunately we won’t be able to access this as we only use Zendesk Chat and none of the other products.

     

     Thanks

     

    Andrew

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  • Ramin Shokrizadeh
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    Hi Andrew,

    Thanks for explaining how your team communicates today. If you need a solution in the immediate future, I would recommend looking into something like Slack (they have a free plan): https://slack.com/pricing

    Many companies and customers use Slack for internal team communication. They also handle team-wide broadcast messages using the @channel command.

    If you don't like Slack and use Office 365 inside your office, you can look at using Microsoft Teams: https://products.office.com/en-us/microsoft-teams/group-chat-software

    -Ramin

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  • Chris Gunton
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    I'll add a vote for this.

    Slack and other tools are fine, but it's yet another tool that I would need to set up/register 30+ agents with, plus training etc.

    ZD Chat is open on their screens, it's the best place for it.

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  • Kundenbetreuung
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    Hi Chris, I totally agree. We think this could be a very nice feature for the near future!

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