Problems with the one-browser-tab solution

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5 Comments

  • Yunen Yeo
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    Hi Samuel,

    Thank you for your feedback. For connection issues, feel free to send us a support ticket, so that our specialist can investigate any problems.

    I'm currently working with the team to try and make Chat stays logged in when the Support app is refreshed. I will update this thread when we have the fix. Once this works, will just chatting via the topbar app in Support be a good solution for you?

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  • Sam Trachtenberg
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    Thanks, Yunen. That would help. It would also help if we did not have to make an extra click on the topbar app when we first navigate to the Support, and if Zendesk chat continued to stay logged on if we open another Zendesk tab. 

    We have a lot of agents, and our model is a 'safety in numbers' approach. That's why it's important that every agent stays logged on to Zendesk chat once they've opened Zendesk.

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  • Yunen Yeo
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    Hi Samuel,

    This fix should also allow auto-login as long as the agents did not sign out of the chat app previously and allowed cookies. Once we rolled out this fix, you can test it again and let me know if there are any issues. 

    Thanks

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  • Clare P
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    Hi Yunen,

    Has this fix been rolled out? Some of our agents will use both the Zendesk chat pop-out app and the Zendesk Chat page in a separate tab, but it can be difficult when they are kicked out of one or the other.

    Also, is there a way to turn off the notifications from the Zendesk chat pop-out app, but keep them on the full chat page? They can be in the way at the top of the page.

    Thanks,

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  • Yunen Yeo
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    Hi Clare,

    For the auto-login fix, you can turn it on for the app in your Support account: <subdomain>.zendesk.com/agent/admin/apps/manage

    Unfortunately, there is no way currently to turn off notifications from the Chat pop-out app. 

     

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