Chat Priority

Answered

8 Comments

  • Prakruti Hindia
    Zendesk Product Manager

    Hi Liat, 

    Thank you for writing in. Have you explored setting up a separate department say 'Premium' with dedicated agents for your top club members? You can set it up by following these steps - 

    1. Create a new department - 'Premium' 
    2. Assign agents to the department (Refer to Creating Agents and Departments)
    3. If you are able to identify your top members, you can set a tag - 'Top Club Member' to the chat using JS APIs (Refer to JS APIs)
    4. Set up a trigger to set Department as Premium if the chat carries a 'Top Club Member' tag (Refer to Automatically route chats to departments)
    5. Result: Any chats with the tag ' Top Club Member' will get routed to your 'Premium' Department

    Other option is 

    1. If you are able to identify your top members, you can set a tag - 'Top Club Member' to the chat using JS APIs (Refer to JS APIs)
    2. Train your agents to pick the chats with Tag first from your visitor list. 

    We would be interested to hear from you if this option works and if we can help you further. 

    0
  • Liat Shefer

    Hi,

    Thanks a lot for the answer. In our company, all agents answer all customer types. The difference in the service level is not the agent's level of knowledge but the SLA for answering customers. 

    What I need is that when 3 customers open a chat at the same time, for example, the premium customer will be the first one to be addressed.

    Thanks

    1
  • Lance Le Roux

    I agree with Liat, been able to prioritize the queue so that high profile customers are served first would indeed be helpful 

    Thanks 

    1
  • Leonardo

    Hi,

    I agree with Liat and Lance. Considering that the last comment was two yers ago, is there any update about this? I'm looking for exactly what Liat wrote: "What I need is that when 3 customers open a chat at the same time, for example, the premium customer will be the first one to be addressed."

    Thank you!

    2
  • Deniz

    Hi,

    Is there any hope to get this feature in Zendesk? 

    Queue prioritization and the solution suggested by the porduct manager above is two different things. Contact centers usually use a dedicated team and prioritize queues and this feature is available since many years almost in all enterprise level crm softwares.

    2
  • Isac Andersson

    Hi,

    Agree with everyone else on:
    "What I need is that when 3 customers open a chat at the same time, for example, the premium customer will be the first one to be addressed."

    Is this an feature that will be developed in the future or is there no plans for this?

     

    Thanks

    3
  • Jordan Brown

    This is a feature in your talk service, why not chat?

    2
  • Sachin Kotekar

    I agree with Isac, is there any update on this feature? It has been three years since this was brought up to your attention.

    2

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