Chat Queue Limit

Answered

4 Comments

  • Official comment
    Ramin Shokrizadeh
    Zendesk Product Manager

    Hi everyone,

    Thanks for sharing your feedback regarding the ability to set department limits and have it be reflected to your end users.

    Although we have no immediate plans to offer this functionality in Chat this year, there are ongoing projects that touch on some of the larger pain points that relate to this problem. We are working on unifying agent statuses across products which will then tie into omni-channel routing functionality and potentially setting custom limits per channel in the future. 

    Secondly, this issue does not exist if you decide to move to Messaging because the concept of the real time queue does not apply. The end user can leave if the wait time is too long and be re-engaged via email notifications when the agent does eventually get to their message. You can learn more about Messaging in agent workspace here: https://support.zendesk.com/hc/en-us/articles/360057096813-About-Zendesk-messaging

    As we are transitioning to a new support process/account this month, I will be closing off this thread with the official response based on the 2021 roadmap. If you have any further questions, feel free to start a conversation via the Messaging widget or create a new ticket with our support team. 

    Thanks,

    Ramin

    Senior Product Manager - Chat

  • Meg Gallear-Ouimet

    Definitely agree with this feedback. It's nearly impossible to manage wait times without our small chat team needing to manually alternate going invisible and online in order to control our volume. There should definitely be a feature to adjust the queue so that smaller chat teams can be successful. 

    Also, seems like this feedback has been generated for a long time now: https://support.zendesk.com/hc/en-us/community/posts/360029601613-Department-Chat-Queue-Limit

    5
  • Erin Burreece - M-F - Chat

    I think this is great feedback and really represents one of our concerns. We definitely try to do our part as far as manually opening and closing the gates so to speak, but I think having this feature could really up efficiency on the platform.

    4
  • Rudolph Beaton

    Strongly agree with this feedback! This seems like a feature that should be standard, and I know it would greatly benefit our team who also has a small (but mighty) chat crew.

    4

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