Aaron Mitchell

My company is in the process of switching over to Zendesk messaging and I have to say this is the biggest UX problem we've encountered and its kind of mind blowing that this isn't supported. Customers can return weeks later and still be in the exact same spot of an issue they no longer need help with. Sure they can type a question to start over, but our ability to proactively surface the most useful and commonly used content to our users when they enter the experience, at the beginning of their support journey, is one of the biggest perks to using Zendesk Messaging. If that perk is only available once in the lifetime of the customer, the value of Zendesk messaging drops significantly. I would point to Kate Horners comments (from almost a year ago!) as a good starting point. Having some form of 'restart' and 'back' functionality is table stakes for a chat experience of Zendesk's scale. 

I see you've provided an update from September, so I hope you are truly prioritizing this and listening to the helpful and informative suggestions your paying customers have provided in this thread. Thank you.