Josh Mello

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)

 When a user is searching in the Help Center, autocomplete options are presented before they press enter. If their cursor is hovering over on these options, they'll be taken directly to the guide when pressing enter in the search bar, instead of to a list of potential options. This affects all users. 

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

This functionality presents an accessibility issue as it isn't compatible with users with screen readers. This feature makes it difficult for a user with a screen reader to correctly navigate to the page they intend to. 

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)

We recently hired a team member that uses a screen reader, and so this functionality affects their work on a daily basis. Additionally, we now realize this presents a wider accessibility issue to our employee and customer base. 

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

No. 

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

The user is only taken to the a guide presented in the autocomplete list if they click directly on it. If they are searching in the search bar, their cursor is hovering over an autocomplete option, and they press enter, they'll be taken to a list of potential guides. 

Currently, the Chat Analytics dashboard (https://simplepractice.zendesk.com/chat/agent#analytics/chat) shows the accepted chats and acceptance rate when filtering to individual agents. However, there isn't a metric on the dashboard that reflects total chats offered. It would be helpful to include the total chats offered for our team to better track this data.