M. R.

The same experience here.

Zendesk chat should automatically manage the agents login sessions. The ideal behaviour is to ask for confirmation to prevent accidental closing of webpage and automatically logout the agent if the webpage is closed. If that specific agent had active chats, these chats should be transferred to any other available agent. This will help in case of some hardware/software errors.

Another feature that will make things easier is to have an automatic welcome message that can use the agent and customer names. If the client John opens the chat and is assigned to Bob he should receive an automated welcome message like: Hello John and welcome to Enterprise. My name is Bob, how can I help?

These requirements should not be something impossible for the chat development team.