FORCE Chat to END

Answered

18 Comments

  • Comment actions Permalink

    Hi Matt,

    You should have an End chat button in the upper right corner of the chat window.

    0
  • Robert McMillin
    Comment actions Permalink

    Hi Jacob,

    We have the same issue.

    When I inspect the visitors chat session I do not see this "End Chat" button but rather we have a drop down menu but the selections don't include "End Chat"

    How do we get this?

    Rob

    0
  • Yunen Yeo
    Comment actions Permalink

    Hi Rob,

    Would you be able to provide us a screenshot of the dropdown menu?

    0
  • Robert McMillin
    Comment actions Permalink

    Hi Yuen,

    Yes here it is.

    0
  • Yunen Yeo
    Comment actions Permalink

    Hi Rob, 

    You should see a [x] beside the dropdown. Clicking on the [x] will lead you to an End Chat screen, that's where you can end chat.

    Let me know if you are still not able to end chats :)

    0
  • Comment actions Permalink

    Oh, yeah I forgot it looks slightly different in the Zopim native dashboard. My previous screenshot was from within Zendesk.

    0
  • Dan Ross
    Comment actions Permalink

    This End Chat button doesn't actually end the session though. It appears only the End User can end the session. 

    We have the same issue as Matt, waiting for the transcript/tags to come in before being able to action a chat. There *really* needs to be the ability for the agent to end the chat session and not trust the user to do it.

    5
  • Karyna Macedo
    Comment actions Permalink

    We're implementing Zendesk Chat now and we're having the same issue. Agents can't end a chat session so it keeps counting as active even if if the end user is inactive for a while.

    Agents should be able to end a chat session or at least, admins should be able to set a trigger ending the chat session after a time of inactivity. Is that possible?

    1
  • Heather Rommel
    Comment actions Permalink

    Adding my voice to this thread and upvoted this feedback... We should be able to end a chat on behalf of both ourselves and the end user. We understand from other threads that it's considered WAD, but we believe this feature should be configurable by each account. We understand our business models best! And we're seeing it impact our stats...

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  • Ivan De Jesus
    Comment actions Permalink

    +1 Need this feature please

    4
  • Roman Sheydvasser
    Comment actions Permalink

    +1

    We should be able to end the chat on the user's side to avoid weird behavior like ticket re-assignment (https://support.zendesk.com/hc/en-us/articles/115015780407?page=1#comment_360001894974) and subsequent delays in responses.

    1
  • Comment actions Permalink

    Any news?

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  • Mark Moran
    Comment actions Permalink

    Any update of this Zendesk, this is still an ongoing issue???

    We need the ability to be able to end chat for the customer 

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  • Pc Yuen
    Comment actions Permalink

    Please make an obvious "End Chat" button for Users. Currently, all chats looks live even when the agent has ended chat. Very inefficient, we need to know how many chats are actually in progress.

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  • Alain Gagne
    Comment actions Permalink

    I would love this capability as well to end the customer's chat session. ty

    1
  • Harriet Klymchuk
    Comment actions Permalink

    This is a feature we need to see as well, particularly since the "end chat" button isn't the easiest to find or use for some end-users.  Agents should have the ability to fully close a session to allow them to wrap up that ticket fully, as well as prevent inadvertent reassignment of the ticket, or the chats that end up restarting when a player comes back and says "thanks" or "bye" sometimes 5-10 minutes later.  

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  • Rhys Dopheide
    Comment actions Permalink

    Jumping in here to add my voice to this. this is a major issue as many of our customers will not click the end chat. 

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  • Lila Kingsley
    Comment actions Permalink

    Cosign for all the reasons stated above! 

    Additionally when you use chat transfers + last agent assignment configuration, it can take up to 20 minutes for the ticket to be assigned to the last agent if the end user doesn't end the chat on their own.  In our experience, it seems most users don't do that b/c it is not obvious with the out of the box widget (door icon>end chat button).

    0

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