Since Zen Desk “Support” does not care and/or comprehend the value or how good support works, let me see if I can explain it to them, specific to this issue.

The purpose of Chat is to provide the best possible service to your customers as well as resolve their issue as quick as possible while maintaining professionalism and constant engagement. One of the ways to engage your customer while in Chats is to use include their name. One of the ways to do this as quickly as possible is to use chat shortcuts that include the Chatter’s name. When there is no chat placeholder for the visitor’s first name (only their full name), we need to manually delete their last name before replying, thus slowing our response rate down. If we don’t, our responses seem a bit off putting/creepy, (How can I help you today, Joe Smith; I’ll be happy to help you with that Joe Smith; Is there anything else I can do for you today, Joe Smith).

There have been multiple requests, dating back at least three years to include a placeholder for the visitor’s first name but Zen Desk “Support” has chosen to ignore all of them, not even acknowledging the request. They could at least acknowledge the request and just ignore it like they do most other requests. If this is something they are unable to support, they should at least confirm that and explain why.

It is extremely frustrating that this does not already exist especially since there is a ticket.requestor.first_name merge field for macros.

Again, this feature has been requested multiple times on multiple platforms including on the Reddit’s ZB board without any acknowledgement from Zen Desk.

Yet another one of many extremely important, much needed features that Zen Desk “Support” has failed at implementing!