Close/End Chat button

Answered

43 Comments

  • Nicole - Community Manager
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    Hi Aswin - 

    Thanks for your feedback. I've escalated this with Product Management. 

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  • Kate Savaria
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    Wow! Three years in from the original request (in this thread at least) and it took Aswin's comment to get this escalated?! Thanks Aswin :)

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  • Dan Ross
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    @Nicole Thanks so much for getting this one in front of Product! I know it keeps coming up in the forums (I know I've commented on several threads on the idea, and it is a request that comes up from an agent every week or two) and it would be really great for everyone here to be able to engage on this topic! 

    I think we need to give credit where it's due - Nicole & Jessie on the Community team have been making a real effort the last few months to communicate forum requests out to the Product team. Every time I've seen them say they're going to try to get a PM in a conversation, a PM has come by to comment.

    There must be a mountain of content in these forums to go through and watch, but I really do get the feeling now that someone at Zendesk is actively reading feedback comments in the forums and getting them in front of the right people. That's not something I could have said when we started using the platform and engaging in the community ~two years ago.

    I know it's easy to get really frustrated when you're missing what feels like an obvious feature or commenting on a three year old feature request, but I think it look like things are starting to head in the right direction with regards to having the Product team engage with customers. There's now active discussions with PMs on the forums on requests like real Sandbox environments and overhauls to Views, things that have been requested for years!

    I feel there's been measurable improvements made in getting Product Managers involved in conversations with customers, especially on some of the really sore longer-term requests, like this one. It's not a guarantee that every issue will get addressed, but it's an important first step, one which seldom happened before!

     

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  • Yuwen Chang
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    Agree with Aswin. I hope Zendesk can fix this, too.

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  • Steven
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    Need a fix for this asap indeed. Hope this will be on your roadmap soon.

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  • Peter Mangles
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    I agree with Aswin, Yuwen, Steven, etc., this is a glaring omission. With agents at our end unable to unilaterally close tickets from our end , we end up with, "Zombie" chat sessions floating around until the customer closes the browser window/tab or restarts their computer, possibly hours later...

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  • Nicole - Community Manager
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    Hi all - 

    Thanks for your feedback. I've spoken with the product team and have some good news: in an upcoming iteration of the Chat experience specific to the Web Widget, there will be a more obvious "leave chat" icon button that - at least as currently planned - will not be buried under another menu as it is currently. The design team is determining what will be least confusing to end-users, and expects to roll this out later this year. 

    We'll provide more updates as we're able, but I wanted to let you know that your voices have been heard and the problem is being worked on. 

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  • Erik Rutten
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    That's great news Nicole!

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  • Gabriele Sannicandro
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    Hello Nicole, there are some news about this problem?

     

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  • Nicole - Community Manager
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    Hi Gabriele -

    The more visible button is still part of the integrated chat experience in the Web Widget. However, we do not currently plan to update the standalone Chat widget experience.

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  • Mat
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    Hi! Do we have any workaround if the chatter unable to send their responses since the chat box doesn't appear on their end? Any assistance will be greatly appreciated. Thanks!

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  • Ramin Shokrizadeh
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    Hi Mat,

    Can you email chat@zendesk.com so we can further investigate why the chat box is not appearing in the widget? Thanks.

    -Ramin

     

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  • Dawn Anderson
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    Hi

    We use the integrated chat experience but it's not clear from the icon that it closes the chat:

     

    Is it possible to have a more universal icon for leaving chat? 

     

    Thanks

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