Chat Transcript Subject Title with Agent's Name

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4 Comentarios

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi there NTUC Membership,

    Thanks for the feedback regarding more custmization options for the chat transcript email.

    Can you elaborate why it is important for you to have the agent name in the subject line? Would you okay with the rest of subject line being truncated on mobile because of the subject line length?

    I am guessing it is because you want the transcript to feel more personal for each individual sales rep?

    Currently, we do not have anything on the immediate roadmap (next 6 months) to allow more customization of the chat transcript email.

    Thanks,
    Ramin

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  • NTUC Membership

    Hi Ramin,

    Not really into personal feel but with agent's name in the subject line, it helps us identify the owner of the chat transcripts effortlessly rather than opening up & sorting each email one at a time. It is equally taxing & time consuming.

    It's okay to be truncated on mobile since we usually use PC to work on such task.

    Thanks.

    Major

    0
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Okay so you are using the transcript emails for internal use. Can you elaborate on what you do with those transcripts? And is there a reason why you are not using the Chat History tab in the dashboard?

    This would allow you to filter and search transcripts better by agent. Might be more powerful than relying on the chat transcript email.

    -Ramin

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  • NTUC Membership

    Hi Ramin,

    It is for our colleagues & management who has no Zendesk chat access.

    Thanks.

    Major

    0

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