new live chat channel
I contacted zendesk via the live chat channel, the experience is worst than before as you're talking to a bot, and it's not always possible to talk to an agent (sometimes it's directly converted into a ticket - on top of that I had a situation where the ticket was automatically closed without anyone intervention ex: #9771759)
I agree. Tried once, I did not notice the response from Zendesk the next day. Later seen that the ticket is closed and the possibility of a follow-up request leads to an error page.
Pedro and Nils, thank you both for your feedback. I've passed this along to the team that is collecting and summarizing user feedback on the new support experience for our leadership.
And when you finally have the chance to chat with an agent, the messaging window does not have a sound notification, so there is no warning when the agent responds...
Hi Pedro Reis,
Thank you for the feedback!
Yes, sound notifications within messaging are something that we have on our roadmap within 2022. We agree that they will be a great addition to enhance the experience.
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