If an agents disconnects, don't end the chat and throw the chatter to the end of the line


  • Official comment
    Ramin Shokrizadeh
    Zendesk Product Manager

    @... Thanks for sharing your feedback. How we are handling support will be changing later in the month and the conversations will no longer be session based, so this issue of going back to the end of the queue should no longer happen. Stay posted and you will probably hear more official news at the end of the month on the changes.

    You as a customer could offer your customers the same experience by moving from Chat to Messaging. 

  • CJ Johnson

    The same thing happens if an agent joins and leaves. I waited a good hour, only to have an agent join and immediately leave, and was placed at the end of the chat queue again. This is immensely frustrating for customers. 

  • CJ Johnson

    This is marked "answered" but this is a feature request. Also, nothing has changed and the comment that answered it said this would go away next month, 2 months ago? 

    Edit: Just to be super clear, this also happens in Messaging. 

  • Sydney Neubauer

    We would be interested in an update on this behavior as well

  • Nicole Saunders
    Zendesk Community Manager

    Hi both - 

    I've removed the answered flag and will follow up with the product team to see what's going on. 


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