Ability for agents to change the title of a chat (while chatting)

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4 Comments

  • Yunen Yeo
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    Hi Jacob,

    Thank you for your feedback.

    For chats, we only show the visitor name (there isn't much space to show anything else), and when the chat is converted to a ticket, we do show Chat with <xx> as a placeholder for the ticket title. Agents are free to change the ticket title within the Support interface after the chat has ended. 

    Would that solve what you are trying to achieve?

    0
  • Comment actions Permalink

    Hi Yunen,

    True there isn't much space to use for updating the title, but imagine you have 50 or 100 chat tickets you need to deal with at the end of the day, but only about 5 % of them need a follow up.

    If only you had some visual cue to let you know which tickets you needed to address and which could be left (in our case to auto-solve).

    I'm experimenting with pre-fixing the ticket subject of the tickets that require follow-ups with stars (✭✭).
    Let's see how that goes :-)

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  • Rob Baker
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    The ability to create a ticket title when manually cutting a ticket from chat (history or agent view) would be very helpful to avoid tons useless ticket titles "Chat with so and so".  This is further exacerbated by the fact that tags aren't immediately applied to tickets at the time they are created either.  So when say we have a platform incident or software change management regression, we have a bunch of chats that come in that we want to cut as tickets and tag to determine scope and impact of the incident--and they all say "Chat with so and so" and may or may not ever have the tag depending on how the user closed out the chat on their end.

     

    2
  • Rom Hirsh
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    Hi Jacob,

     

    Th suggested fix is not sufficient as it still requires an agent to "follow up " on all the tickets manually.

    If this was configurable from the Chat triggers/ support triggers/automation that would be great

    1

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