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Agent Workspace: Notification when chat is transferred to agent

Completed


Posted Jul 15, 2021

Zendesk should present the accept button when a chat is directly transferred to an agent (like how it is when transferred to the group/department).

Agents need to "accept" the chat and be notified with a sound a new chat has been assigned. 

This is critical for our business as our agents who handle escalated issues do not spend a majority of their time in Zendesk. They have Zendesk open on another monitor and do not see the notification of a new chat. With no other notification, they are missing chats or keeping our customers waiting a long time. 


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34 comments

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Jess Oliver

Zendesk Luminary

We just switched to AW and have no desire to implement messaging yet. Sounds and transfer acceptance needs to be implemented please asap. 

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Any update on this?

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Anton Maslov

Zendesk Luminary

+1 - it definitely make sense for the agents to have a sound notification once chat is transferred. 

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Jess Oliver

Zendesk Luminary

Can this be reopened? My understanding is that omnichannel routing has the fix, but if you don't want to enable messenger then you are out of luck. 

 

Any thoughts?

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