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Ability to send automated messages to messaging users waiting in queue based on time

Planned


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Bobby Koch

Zendesk Luminary

Posted May 16, 2024

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

Need to be able to send time-based messages in messaging after the “Transfer to agent” step in messaging. 

 

What problem do you see this solving? (1-2 sentences) 

Customers find it frustrating to wait in the queue with no response from an agent. We would like to be able to tell the customer on a regular interval, that they are still in the queue and can optionally close the ticket and create a ticket in the Help Center. 

 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

Every day - sometimes our queue gets flooded. Using queue size (account only) is not an option, as we use different departments. Customers often abandon the messaging conversation and potentially pick up the phone or move on with their day. Re-engaging with customers that since left often leads to meaningless conversations and wasted time. 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Exploring using the queue size feature, however, the lack of department/group flexibility is probably not enough to bring it to life. 

 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Messaging triggers includes the ability to send a message if a visitor is not served with time intervals. 


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8 comments

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Shawna James

Community Product Feedback Specialist

Hey Bobby,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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This is a huge need for us, especially for re-opened tickets that may be waiting for the original agent to resume to conversation or for messaging conversations that have been escalated to Groups that may be slower to respond. 

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Prakruti Hindia

Zendesk Product Manager

Hi Bobby and Sam,

 

Thank you for sharing feedback. Being able to communicate estimated wait time is part of this year's roadmap. We will be opening up an early access program in a few weeks. As part of the EAP,  admins will be able to setup Triggers to communicate estimated wait time when the conversation is added to the queue or transferred by an agent to another group. Estimated wait time will be an approximation based on position of the messaging ticket in the queue. I will drop an update once we are ready to accept sign ups. 

 

- Prakruti

 

 

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Bobby Koch

Zendesk Luminary

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Hi Prakruti, 
It's something we could really benefit from. Our clients find it important to know how long they can expect an answer and based on that know if they need to find another quicker channel to reach us at if queue time is too long. Could you include us in the early access program when this becomes available? 
Thanks! 

 

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Absolutely needed. Seems this functionality was available in Chat but lost in Messaging (or at least you could send messages if customer had waited x seconds). Request to be included in EAP please.

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Is this features can be used now . May I know the update ? 

 

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Shawna James

Community Product Feedback Specialist

Hi all, thank you for taking the time to provide us with this feedback and others here on this thread for your thoughts and engagement.
 
I wanted to share the exciting news that this feature has been released! While you may have already seen this announcement, we wanted to close the loop here for others who may come upon this post.  Please view this documentation here to learn more about the feature:
 
We appreciate your feedback and thank you for being a valuable Zendesk Community member.

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