Recent searches
No recent searches
Chat Queue Limit
Answered
Posted May 13, 2021
We have a small chat team. However Zendesk has a hard coded chat queue of 30 that cannot be changed. This allows customer to stack up and wait for long periods of times. Why is this number not adjustable? A department should be able to set how many people can be in the queue, the others then pushed to the a form or leave a message option.
10
4
4 comments
Official
Ramin Shokrizadeh
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
0
Meg Gallear
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 (Sandbox)
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
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