Internal Chat between Team Members on Chat Dashboard
RéponduPlease create a way for team members to chat (in a side conversation style) that is trackable in the system. There is no way to tell how much assistance a specialist may offer a rep who is on chat, and does not provide true insight to how many people it takes to solve a chat interaction
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Hi Jessica,
Thanks for sharing your feedback. Agent-to-agent chats are not saved on the Chat dashboard today; unfortunately, we don't have any plans to make changes to work on this in the next year.
One workaround to consider is using Agent Workspace - accessing Chats on a ticket interface will allow you to use the side conversations feature / internal notes to keep track of specialists on the team who have been involved in resolving a customer issue.
Best,
Sarah D.
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Hello Sarah,
I have an additional question to this, currently the side conversation options are slack, child ticket, and email does Zendesk have any plans to expand the options? I think a great option to add to these options are chat side conversation. We have an escalation team and in order to track their contacts we have to use child tickets but for every response they have to use the status link instead being able to hit enter like in a chat. Please let me know if you would me to expand further on this topic, I would be happy to share our experiences.
Best,
Annie B.
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