Re-assigning a Chat should Alert the new Assignee with a Sound - Zendesk Agent Workspace

3 Comments

  • Official comment
    Ayush Upadhyay
    Zendesk Product Manager

    Hi @...,

    Thanks for bringing this to our notice. We have taken the feedback and will work on enabling sound for a transferred conversation in the coming future

  • Patricia-c Palmer-C

    We just signed on as a customer for Zendesk for a pilot.  This missing feature (audible notifications for transferred chats) is crucial to proper flow of information between our agents.  We are trying out Zendesk to determine if it can help replace an in-person process that was in place prior to COVID shutdown.  In this process a City customer would be able to get permit "coaching" from a variety of experts.  The customer transferred to different coaches with different expertise, depending on the customer's needs.

    We have created these coaching expert groups in Zendesk but it is incredibly inefficient and a really bad customer service experience (for agents and for external customers) that a transferred or reassigned chat does not make an audible or other type of visible alert (similar to ACCEPT for new chats) for the group or agent to whom the chat is transferred.  What ends up happening is, the agent making the transfer now has to send an Instant Message to one of the agents on-line in the group to give them a heads up that a chat is coming their way.  This adds additional work and again, is inefficient.  Also, if the transferring agent forgets to send a IM, the customer ends up waiting until one of the group agents happens to check Views and notices that a conversation is waiting.  We are currently doing a soft launch but when volumes increase, having to create a "heads up" IM will become untenable.

    Please provide schedule information as to when you expect that this feature will be added.  Again, a crucial feature that is really needed!  Thank you!!

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  • Ayush Upadhyay
    Zendesk Product Manager

    Hi Patricia, 

    Thanks for sharing the use case for the missing feature. We do plan to fix this in the coming quarters but unfortunately, I won't be able to give you an exact date for it. 

    This will show up in the product updates as soon as we strat rolling it out.

    Regards,

    Ayush

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