Meg Gallear

This workaround is only applicable for once a Chat has ended, which means we are unable to use those IPs or meta information to verify the customer or help troubleshoot while we are actively chatting. 

We appreciate the reception of the feedback here and look forward to any updates on when it can be incorporated. 

This isn't helpful, Ayush, because these events are only available once the chat has come to a close. If we're helping a customer in real time, we are unable to see any details about the browser, device, or IP they are on, which can be crucial for verification and troubleshooting. 

With a smaller team, we'd like to protect the customer experience by automatically turning chat off for new customers if we're backed up and a customer has already been waiting the queue for over a designated time without help. 

An automated feature to make the chat widget unavailable when a customer's wait time exceeds a maximum preset would allow us to protect the customer experience from waiting for too long without assistance. 

Our team needs to have easy access to view IPs for security processes, but this feature was removed with the move to Agent Workspaces. This is a great security risk for us, so we'd love the feature to be added back. 

Definitely agree with this feedback. It's nearly impossible to manage wait times without our small chat team needing to manually alternate going invisible and online in order to control our volume. There should definitely be a feature to adjust the queue so that smaller chat teams can be successful. 

Also, seems like this feedback has been generated for a long time now: https://support.zendesk.com/hc/en-us/community/posts/360029601613-Department-Chat-Queue-Limit