• Prakruti Hindia

  • February 16, 2017 10:41

  Zendesk Product Manager

  Hi Liat, 

  Thank you for writing in. Have you explored setting up a separate department say 'Premium' with dedicated agents for your top club members? You can set it up by following these steps - 

  1. Create a new department - 'Premium' 
  2. Assign agents to the department (Refer to Creating Agents and Departments)
  3. If you are able to identify your top members, you can set a tag - 'Top Club Member' to the chat using JS APIs (Refer to JS APIs)
  4. Set up a trigger to set Department as Premium if the chat carries a 'Top Club Member' tag (Refer to Automatically route chats to departments)
  5. Result: Any chats with the tag ' Top Club Member' will get routed to your 'Premium' Department

  Other option is 

  1. If you are able to identify your top members, you can set a tag - 'Top Club Member' to the chat using JS APIs (Refer to JS APIs)
  2. Train your agents to pick the chats with Tag first from your visitor list. 

  We would be interested to hear from you if this option works and if we can help you further. 

• Liat Shefer

  • February 16, 2017 11:54

  Hi,

  Thanks a lot for the answer. In our company, all agents answer all customer types. The difference in the service level is not the agent's level of knowledge but the SLA for answering customers. 

  What I need is that when 3 customers open a chat at the same time, for example, the premium customer will be the first one to be addressed.

  Thanks

• Lance Le Roux

  • November 20, 2017 20:40

  I agree with Liat, been able to prioritize the queue so that high profile customers are served first would indeed be helpful 

  Thanks 

• Leonardo Freire De Oliveira Prado

  • June 18, 2019 22:54

  Hi,

  I agree with Liat and Lance. Considering that the last comment was two yers ago, is there any update about this? I'm looking for exactly what Liat wrote: "What I need is that when 3 customers open a chat at the same time, for example, the premium customer will be the first one to be addressed."

  Thank you!

• CX Fort Ltd.

  • December 04, 2019 16:28

  Hi,

  Is there any hope to get this feature in Zendesk? 

  Queue prioritization and the solution suggested by the porduct manager above is two different things. Contact centers usually use a dedicated team and prioritize queues and this feature is available since many years almost in all enterprise level crm softwares.

• Isac Andersson

  • December 19, 2019 10:43

  Hi,

  Agree with everyone else on:
  "What I need is that when 3 customers open a chat at the same time, for example, the premium customer will be the first one to be addressed."
  
  Is this an feature that will be developed in the future or is there no plans for this?

   

  Thanks

• Jordan Brown

  • March 11, 2020 21:11

  This is a feature in your talk service, why not chat?

• Sachin Kotekar

  • April 10, 2020 20:48

  I agree with Isac, is there any update on this feature? It has been three years since this was brought up to your attention.

• Joe Whelan

  • February 18, 2021 00:09

  agree with everyone above - any workarounds I've seen suggested fail to address the problem. Is there any update with this? 

• René Boettger

  • February 19, 2021 11:11

  Hello Joe, Thanks for your comment. Have you considered to use our Skill based chat routing as a workaround?

  Skills routing provides a way to identify specific skills for both visitors and agents and route chats accordingly, helping make sure your customers get the relevant and targeted support they need. For example, you might want to create a skill for Spanish-speaking visitors and agents so that chats are automatically routed appropriately.

  More info here: Routing chats based on agent skills

   

• Harriet Klymchuk

  • March 22, 2021 17:07

  Hi René,

  The problem with skills-routing in this scenario (at least for our user case) is handling high profile or high risk customers isn't a skill as such - all agents are capable of handling them, we just want to be able to reply to that customer segment (or queries that fall in that skill) first.

  Please correct me if I've misunderstood, but I'm not sure using skills based routing or a separate department for this isn't a workaround unless you create a separate team specifically for high profile customers - which for us as a 24/7 operation isn't sustainable.  For example:
  
  I have 10 agents online
  3 have the skills for High Priority and Normal Priority Customers
  7 have the skill for Normal Priority Customers only

  If all 3 agents with High and Normal are at capacity, wouldn't the wait time for High Priority customers will end up being longer? As Normal Priority has a pool of 10 agents, and High Priority only a pool of 3 (and the High Priority customers will have some wait before being reassigned to the next available agent).

  In short, I'm not clear on how Skills routing helps with prioritising based on type of customer or the skill - if there is a way to do this, it'd be great to see the configuration steps broken down to show how to prioritise Skills.

  Thanks!

• Zachary Hanes

  • October 12, 2021 14:12

  I  have the same needs Harriet is describing above. In Support we can assign SLA's based on ticket priority, and can create different SLA policies based on Org/User/Ticket attributes, and sort our queues by the SLA. This allows us to be very targeted about how our support is delivered.We should be able to do something similar in Chat. 

• Rebecca Katz

  • October 24, 2022 09:47

  We have the exact same request, does anyone know if this has been developed in the past 5 years since this request was made? 

• Zachary Hanes

  • October 25, 2022 18:02

  Rebecca Katz my understanding is this is supported in Omnichannel Routing, which will work for messaging, but not chat. So I doubt this will developed, since it seems nothing new is being developed for chat. We're in the middle of a transition from chat to messaging because of this and several other features that are missing for chat. 

• Rebecca Katz

  • October 26, 2022 11:25

  Hey Zachary, thanks for your reply! I'll definitely look into that option and see if it will meet the requirements. 

  We originally wanted to set up messaging but it didn't allow for us to authentication details to the widget so we had to use the basic chat, however, I understand this is also under development. 

  Good luck with the transition 

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