About "more" tab in messaging and "bell" icon
Hello, I would like to ask about the "more" tab in messaging that occurs when you are taking 8 or more tickets at the same time. A bit of context, we are using a live chat and integrating it with messaging. So there are a lot of times when our agents have to chat with more than 8 customers at once and for the 9th and so on customers, the tab will push the 1st chat to the "more" tab.
Now this has proven quite troublesome for us since there are quite a few unfortunate things that come with the "more" tab.
1. Sometimes tickets that are in the "more" tab don't have any chime on them which makes it difficult for us to know if the customer has replied or not
2. Sometimes tickets that are in the "more" tab don't show the red alert that the ticket has been replied to. Making it difficult for us to keep track of customers' replies.
Is this a known problem on zendesk or is there something that can make this happen?,
The second question is for the "bell" icon on messaging. The bell icon functions as a notification when customers have replied to a ticket that is solved or a ticket has been assigned to you but there is no chime on it which makes it very difficult for our agents. Especially during breaks, the customer will have replied and we wouldn't know since there is no chime or sound that plays if a notification occurs.
are there any plans in zendesk to add a chime or sound for this notification?
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Commentaire officiel
Hello Vincent,
Thanks for sharing your experience with us. Both the chime and red “unread” alert should be present for chat tabs in the “More” section. We’d like to get some additional information from you so that we can help troubleshoot, so we’ll be reaching out in a ticket - look for an email notification about that from us later today.
Regarding the bell icon, although there currently isn't a chime, we do have long term plans to include one but I don't have a specific ETA yet.
Thanks,
Samir -
Hello Samir,
Thank you so much for your reply, I will be anticipating the ticket for this problem. And regarding the bell icon I am glad that it is in the works since it is quite annoying to be having to manually check and see the bell icon
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