I like the one-tab solution for simple chats. Our agents spent most of their time in the Zendesk Support tab, and it's good if they can get to the Zendesk Chat on the same tab.
However, the connection with Zendesk chat is not reliable in our experience, since it is easy to not be logged on. It requires monitoring, when our hope was to have it running dependably in the background.
First, I have to click on the Zendesk chat icon to enable it, even if I was logged onto Zendesk chat before,
Then if I refresh the tab (a common action for us), the connection with Zendesk chat breaks.
Or if I open a ticket in a new browser tab, the new tab is not connected with Zendesk chat. Should I then again opt to work from the new tab and close the old tab, I am out of luck and will not hear any chat requests.
Is there a workaround for these issues? Is the only answer to have a second tab open for the Zendesk chat?
Please sign in to leave a comment.