Kellen Cox

Good day, 

Is there anyway for us to control how many customers can message us through the widget at one time? We don't want customers to have a long queue wait and would rather redirect them to fill out a form if our agents are all occupied with a longer wait. Also, is there no way to include other custom fields besides Email and Name when requesting customer info through Messaging form? 

Thank you @...! That was most helpful. Is there a way for a user field to be utilized on a ticket form? It would be really nice, for example, if we were to update pet details on the user level, but then it automatically populates on the ticket form if it has those same fields because it pulls from the user. This would prevent double-work and potential typo/data entry issues. 

Is there no way to add custom fields to an end user record type? We want to track other data about our customers. For example, since we sell pet supplements, we'd like to have a field for their pet's name, age, etc. We need this information on the end user level and not just on the ticket so that it is available all the time. 

Please advise. Thank you. 

Jenny, 
I would argue that between Barge and Whisper, Whisper would have been a much better feature to have prioritized. It is the most effective way to train a new agent, and is a much better experience for the customer. I can't imagine how disconcerting it is to a customer to be talking to one person, and even though a conversation may not be going the way you want, to have a totally different person suddenly start talking to you (not to mention how demoralizing it is to the agent to have a manager need to take over their call). I wish Zendesk would reconsider their prioritization and get a whisper feature developed. SO many other CTIs offer this. It's causing us to look at another solution.