Banning Visitors in Chat Tabs
Our UAT in agent workspace yielded the strong sentiment from our agents that they should be able to ban a visitor from a chat tab without having to open the agent workspace chat dashboard. We understand the workarounds available in this case with regard to banning through ips. However we have found that forcing agents to to open AW chat dashboard, determine the ip of the visitor (because it is not visible in the chat tab), go to settings, and add a new visitor to banned undermines the aim of focusing agents on a single environment in Zendesk. It also changes a two or three click process as-is in Zopim into a 10-12 click process across two tabs in AW.
We also work with institutions that have IP that account for hundreds of users. Banning one troll through an IP adversely affects the customer experience of good-faith visitors wanting to chat with our agents.
The ideal solution from feedback is to have a ban option in the same menu that allows for translation in the chat tab.
Agent sentiment was so strong about this, that it created a major buy-in issue for migrating to Agent Workspace. It is fair to say that we would be migrating now if we had acceptable ban functionality, but we are now waiting until the end of the year to see if a better solution is presented.
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Thanks for the feedback @... !
We will be working on banning users from Agent Workspace in the upcoming quarters. I will update the community posts once we have more information for you.
Regards,
Ayush -
We have developed a possible workaround that could be implemented as system functionality.
1) We enabled the pre-chat form requiring an email to start a chat.
2) We created a user field checkbox called chat ban
3) We created a macro that places a tag "banned" on a ticket
4) We created a trigger that requires all of the below:
- A ticket is updated
- The banned tag is present
The triggers checks the chat ban user field
5) We created a second trigger that requires all of the following:
- A ticket is created
- Channel is Chat
- User Field Chat Ban is checked
The trigger does the following when fired
- Status of ticket is closed
- Tags are added to exclude allow us to filter the ticket from explore queries.
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That is a great workaround, Thanks for sharing this, Chris.
We still have a feature planned around banning users in Agent Workspace in upcoming quarters. We will share with the community once we have more details about it.
Regards,
Ayush
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