Wrap Up Time for Chat Tickets

I think one more important aspect of a phone calls wrap-up time was missed. 

So, the calls wrap-up time is in place to allow agents make notes after they finish the conversation. However if they're online on both channels (like in our company, all agents are normally online on both phones and messaging), they often receive a messaging chat as soon as they end their phone call.

Despite having the calls wrap-up time, they don't have the time to make notes. Can this be fixed please? 

 

Adding my vote for this - we also really need this feature. We have recently migrated to Messaging, and are not including inactive chats towards an agent's capacity but it means that during busy times agents are getting a call the second that a Messaging ticket becomes inactive. This leads to a bad experience for the agent and end user (if they return to the conversation). Wrap up time would at least allow agents to send a message and/or finish dealing with the ticket before a call comes in. Thanks! 

Why is this feature taking such a long time to shape up. It is a super critical feature and should have been delivered long ago

Do we have an expected roll out date?

Hi Arpan – I wanted to +1 this feature request, as it's one of our primary gripes with using Zendesk Chat.

I also want to flag that not ending the conversation until necessary updates are done isn't a great work around, as most of the time, the agent is looking to send a follow up email on the same ticket (which can't be done until the conversation is ended).

Thanks for sharing the feedback, in recent time we have also heard more from customers around the support for wrap-up time mainly from the context of the auto accept capability and something we'll evaluate for our end. Chat wrap up time is something we have kept in our roadmap but not working immediately on the same. In the mean while I can recommend following for chat and messaging channels 
- Messaging Channel - given messaging channel is one continious conversation, recommendation will be to mark the ticket as solved till an agent updates the necessary details. The moment ticket is solved system will detect available capacity and will route the conversation to the agent. 
- Chat channel - on the lines of messaging channel recommnedation will be to not end the conversation till necessary updates are done, do note that as an agent you can request CSAT once agent logically concludes the conversation. 
 

Hello Prakruti Hindia - do we have any update on this one or any plans on having this feature for Messaging? 

Upvoting this feature request.

Absolutely, implementing a wrap-up time for chat sessions (in messaging) would significantly enhance our company's operations. This feature would not only ensure that we provide comprehensive and thoughtful responses to our customers, but also allow our team members to efficiently conclude conversations without rushing. This dedicated period at the end of chats can facilitate the documentation of important details, ensure all inquiries are adequately addressed, and ultimately contribute to a more organised customer service experience.

Adding to this in hopes that Zendesk comes through with this crucial, missing feature. As an organization that relies heavily on adherence and acceptance as core metrics, our agents struggle to adequately hand wrap-up tasks when new chats are assigned almost immediately after a chat ends. 

I have seen larger companies develop their own software to route chats better, but we're not all blessed with Shopify Support-level budgets. Zendesk has been providing wrap-up time on a single-interaction channel like Talk for years, so it's wild that you are so far behind on a more refined experience for a high-concurrency channel like chat/messaging. 

Please step it up and deliver on the basics!