Considering that the new Messaging channel (Webchat, Whatsapp, Social Media, etc.) replaces the Chat Zopim channel, which currently behaves as a synchronous channel, I have noticed in several benchmarkings that companies continue to use the channel as a synchronous one.
Although the channel can be used as sync and async, the fact that transferring the ticket between groups does not generate notification, as is the existing behavior in Chat Zopim, makes it difficult to adopt the solution in the migration of sync channels.
I would like to suggest product evolution to generate notifications for agents in the target group at the time of transfer, in the same way that Chat Zopim works.
Important observation, as mention in the article https://support.zendesk.com/hc/pt-br/articles/4408843683226-Recebimento-e-envio-de-mensagens-de-redes-sociais-no-Espa%C3%A7o-de-trabalho-do-agente-do-Zendesk#topic_cfx_gjk_2mb:~:text=o%20novo%20grupo%20n%C3%A3o%20%C3%A9%20notificado%20da%20reatribui%C3%A7%C3%A3o the solution of View does not work with the same efficiency of working priority service in seconds (the goal is usually up to 30 seconds) as is the behavior obtained when there is sound and visual notification at the top of the screen for agents with notification rotation accordingly with the existing pattern in Chat.
Please sign in to leave a comment.