Feature Request: Capability to suppress the "Operating hours have started" Notification
I didn't see an existing article about this, but it would be a plus if we could suppress and control the "Operating hours have started" notification for those with a chat license.
Not everyone with a license signs in to take chats, for example those that use the chat analytics tool, and we not have some channels open with messaging that don't sign in as well to work tickets (proactive messaging cases). The notification becomes a nuisance for those use cases.
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Agents getting multiple Operating hours notifications on the Chat mobile app. The expectation is that the notifications work, without sending multiple notices. Respective of if they are online or invisible:
· "You can now accept chats"· "Your status is now invisible"
Will the mobile apps engineering team be implementing a setting to change the chat notification frequency?
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Hi Shane Monaco,
Operating Hours notifications are expected to show up at the time of shift start. Are you getting it more than once?If you wish to disable it for a certain group of users, a workaround is available.
You can add these users in a separate Department, and set 24x7 work time for this department. However, you will need to filter out the said department from the widget using JS APIs, so that they don't appear in the pre-chat form during the nonoperating hours.Regards,
Ayush
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Hi Gary Morgan, we're working on improving these notifications on the mobile app at the moment. You should see an improvement with our next release which is due in the upcoming months.
Thanks,
Will
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In our use case we have about 20 Agents trained for live chat but we only schedule a handful at any one time. But this means that all 20 Agent see this pop up every time they open a new window, it also blocks the "play" button so they can't just ignore it.
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The notification reappears any time a new tab or window is loaded or the page is refreshed. It's not a functional issue but it is quite irritating for admins who are not on inbound support work.
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Hi Daniel Savage,
You may create a group for agents in the same schedule and apply an operating hour to them. That way, only scheduled agents will get to see this banner.
Hey Lawrence Dye, you may look into the workaround I shared earlier in the thread to alleviate the problem.
If you wish to disable the banner for a certain group of users, a workaround is available.
You can add these users in a separate Department, and set 24x7 work time for this department. However, you will need to filter out the said department from the widget using JS APIs, so that they don't appear in the pre-chat form during the nonoperating hours.Regards,
Ayush
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Hi Ayush.
This is not a solution! there should be a check mark where I can enable or disable it as an administrator in chat configurations.
I hope that Zendesk will take into consideration to solve this problem which is very annoying.
Regards.
Maria
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I Agree with Maky we need to have a this as a feature that we can enable or not. @Ayush In the meantime can you explain how we can does this using the JS API?
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Our Agents are also struggling with this. We have a large group of support agents assigned to chats, to serve as backups or in the event we get spikes in incoming volume. However, generally only a portion of our team will be in Chat on any given day.
Would prefer an option to suppress this, rather than a makeshift workaround. -
Would love to see this added: Just like Jason we have big teams working in shifts and they are not always assigned to chats duties. Additionally, each time a teamlead or admin logs in they need to click away the notice. Would love to see a fix for this!
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