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Lance Le Roux's Avatar

Lance Le Roux

Joined Apr 15, 2021

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Last activity Oct 22, 2021

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ACTIVITY OVERVIEW

Latest activity by Lance Le Roux

Lance Le Roux created a post,

Post Feedback - Chat and Messaging (Chat)

In the current form for banning these are the options:

During the chat

  1. From the chat window, select Ban Visitor from the Actions drop-down menu.
  2. OptionalEnter a reason in the Reason field. 
  3. Optional: If you want to also ban the visitor's IP address, select the Also ban visitor's IP address check box.
  4. Click Ban User

OR


To ban a visitor by IP address

  1. From the dashboard, select Settings Banned
  2. To add a visitor's IP to the list, click Add Visitor
  3. Enter an IP address and a reason.
  4. Click Create Ban

If a Supervisor or Manager is reviewing chat history and see there is a visitor that should be banned from chat they cannot ban unless banning the IP.
IP banning is not the best solution as this will ban ALL end-uses in the IP. 

Most Users do not have access to ban via API 

I would be very helpful if agents and other roles could ban post chat by means other than IP.

In Zendesk Support it is possible to Suspend access for a visitor, what can this not be extended to Chat?
All the visitor's information is stored in ZenDesk

Option # 1

If I am on the ZenDesk Support page and from the drop-list, I select suspend access. I should have the option to suspend access on all platforms I am using to communicate. IE Chat, Support, Talk, Guide....ect 

Option # 2 

From the chat window settings > Banning

Instead of having 'Add Banned IP Address'

have the option to ban via IP, Email, or Visitor ID
Enter a reason in the Reason field. should be a required field

Assignee should be profiled from the current user's account and the field is disabled.

 

Thanks for your time.

If you need any additional information to my rough  notes, please feel free to contact me 
Lance

 

 

Posted Aug 06, 2018 · Lance Le Roux

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Lance Le Roux commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi there, I agree this would be great to have,

View comment · Posted Jan 11, 2018 · Lance Le Roux

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Lance Le Roux commented,

Community comment Feedback - Voice (Talk)

Hi there, I agree this would be great to have,

View comment · Posted Jan 11, 2018 · Lance Le Roux

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Lance Le Roux commented,

Community comment Feedback - Chat and Messaging (Chat)

 +1 I would also appreciate it. we have 140 agents working 24/7. It's impossible to get this done by account.

 

View comment · Posted Dec 04, 2017 · Lance Le Roux

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Lance Le Roux commented,

Community comment Feedback - Chat and Messaging (Chat)

I agree with Liat, been able to prioritize the queue so that high profile customers are served first would indeed be helpful 

Thanks 

View comment · Posted Nov 20, 2017 · Lance Le Roux

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