Español

Add tags after chat ends

Completada
Joe Patti

We need our agents to have the ability to add tags after chats end.  Preferably, they would be able to add tags in their chat window until they decide to close the window, regardless if the chat has "ended" or not.  Just because the chat has "ended" doesn't mean the agents' work is done.

Though less efficient, they could also go into the history and add the tags there as well, compared to only admins having this permission. 

We don't want to give administrator rights to agents to perform a frontline function of adding tags.  That opens up way too much risk.  Nor do we want administrators wasting their time adding tags.

Additionally it is insane that I would have to pay for more licenses in order to change chat agents into administrators just so they can perform a frontline responsibility of adding tags to chats.  This desperately needs to be fixed.

Problem often occurs when consumers end chat before agent is done as I understand it.

Am I missing something obvious?  I've searched around the help center and can't find anything.

Thanks for your consideration.

5 Comentarios

  • Comentario oficial
    Rajat Garg
    Zendesk Product Manager

    Hi Joe and Lulwa,

    We recently released roles and permissions feature (on Premium and Enterprise plans) that allow admins to create roles and allow agents to edit tags in History. You can find more about the feature in our announcement post here.

    Thanks,

    Rajat

  • Rajat Garg
    Zendesk Product Manager

    Hi Joe,

    Thanks for writing in. We don't have plans to allow editing of tags in chat window after chat has ended but we are working on roles and permissions feature that will allow Admins to configure permissions of agents so that they can edit chat tags in History. This feature will be available on Premium plan and we will make an announcement when it is ready.

    Thanks,

    Rajat

    1
  • Lulwa Jundi

    +1

    0
  • Joe Patti

    Thanks Rajat, that will certainly help.  A bit inefficient but definitely better than the current situation. 

    0
  • Mike Martello

    Hey Joe,

    Looks like this thread has been marked as completed, but feel free to upvote and follow along here as we attempt to get the ability to tag a chat from the active chat window after a customer has left a chat:

    https://chat.zendesk.com/hc/en-us/community/posts/115008263647-Adding-Tags-when-a-customer-leaves-first

    0

Iniciar sesión para dejar un comentario.

¿No encontró lo que buscaba?

Nueva publicación
Tecnología de Zendesk