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Messaging: Hide text entry field from End Users on certain Step types
Posted Feb 14, 2023
We need to be able to hide / disable the End User's text entry field in the web widget at key points in our answer flows.
For example, at certain "Present Options" steps, I don't want customers to be able to type in their answers; we need them to exclusively use the buttons in the widget in those steps.
Currently, customers are typing in freeform answers, which frequently sends them into a different (wrong) flow. This leads to an extremely frustrating user experience.
Ideally, I'd like to be able to toggle the text entry field visibility at the individual step level for these step types:
- Present Options
- Ask if Question Resolved
It could be as simple as a little toggle / slider within the Configuration of these step types:
Text Entry Field Visible? (true/false)
17
16 comments
Sam Woolley
I second this and had a call with a support team member this morning where I suggested this myself - its extremely frustrating for both the customer and for us when they type a response to an option presentation. The ability to turn this on or off for certain steps would be perfect.
5
Boris Gemünd
Thank you, Harper for pointing it out! I completely agree. Boris
3
Georgi Panayotov
One more vote for that functionality.
3
Matheus Csapo Gava
Another vote here
3
Elina
And one more vote!
2
Simon Blouner (midlertidig)
A vote from here as well!
1
Onur Okutan
We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on Wednesday, September 20, 2023, at 11 AM CDT, for our PM Roundtable on Messaging End-user Experience. It’ll be an open discussion on what is and isn’t working for you in this focus area of Zendesk. So please bring those questions, concerns and feedback because we want to hear from you! The link to register can be found here, we’d love to see you all there.
Best regards,
0
Onur Okutan
Thank you so much for providing feedback on this area! We want to note that this feedback has been logged.
In case you missed it, we wanted to make sure you saw the recording and event follow up from our most recent PM Roundtable. Please find the deck, recording, and follow up article. Thank you again for your feedback!
0
Now You Know
One more vote for that functionality.
0
Sascha Korinth
We are also in the process of developing an answer tree and making it available to our customers. As this is very extensive, the user does not always get the desired answer when entering free text - this is the result of initial internal tests. This would greatly reduce the acceptance of this great feature. We would therefore very much like to have this feature.
0
Harper Dane
Onur Okutan Curious if this feature request has received any further traction with the Product team or if it's something that may be on the roadmap.
Our inability to disable free text entry so that end users must choose from preset options continues to be a major pain point for our team. End users frequently use free text entry when they should be using buttons or fields instead, which kicks off a completely different flow and has even resulted in highly escalated customers calling to demand a manager after this awful chat experience.
We are desperate for a fix to this design flaw, and based on the comments here and on this related feedback thread, we are not the only ones urgently seeking a fix for this problem.
1
Anastasiya Kastsiushkina
Hello everyone,
Thank you so much for taking the time to provide us with your feedback here. This is a great feature request and we have already added it to the backlog. This means that we will think about adding it as a priority later in our planning cycle.
We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
Thank you again for your feedback and for being a valuable customer with Zendesk.
Best regards,
Anastasiya
0
Chris Hillam
Would also love to see this.
0
zAdrian
We discovered the unwanted situation where a customer can initiate multiple <Talk to agent> flows in the same conversation by not filling all the requested details, or not submitting them, and then writing to the bot, which offers again the <Talk to agent> option and so on. Then, the customer can scroll up and fill the details for each <Talk to agent> flow stared before. If different details are provided, each of them creates a separate ticket, which is a mess.
Being able to hide/disable the text entry possibility would avoid such cases.
Another solution would be to allow customers to fill the details only for the most recent <Talk to agent> invoked and to disable the ones initiated before.
Thanks,
4
Martin Kirs
This is a significant design flaw that severely impacts customer experience and undermines the integrity of our support system. The current behaviour gives our clients the false impression that their messages are being sent, even though they are not. This leads to frustration, unnecessary delays in communication, and damages trust in our support processes. It is crucial that this issue be addressed as it not only confuses the user but also hinders our ability to provide timely and efficient support, which is critical to maintaining a strong relationship with our clients.
1
Sarala Conlan
This has a pretty significant impact on us. Many of our Customers/End Users do not fill out the form and instead just type a message. When they do this, they never reach us since the form is required. As you can imagine this renders our Support function useless when that happens. It would be extremely impactful for us to have this functionality.
1