Currently when an agent takes a chat, Zopim will either create a ticket at the end of the chat with the full log, but no time recorded against the ticket, or you can use the create ticket button which at least gets me the time tracking. The issue is if you create a ticket while the chat is still ongoing, then it won't update the chat log as a new comment at the end of the chat. This means we don't have the full log in the history.
I would be fine with either having tickets created at the end of the log add their chat duration value as a timelog entry, OR having the chat log update to a ticket that is created while the chat is ongoing. Doing neither really means this integration can't give me any meaningful insights into the amount of time my team is spending on a ticket that came in via chat.
Please sign in to leave a comment.