James

Pretty much the same!  Hopefully they will see this.

Mira Yes! We 100% want this. I am shocked it's not an option for messaging. It seems to be an option for Chat but we don't want to use chat anymore. It's called "Chat Rescuer" but won't work for messaging!  Ugh. That's a bad user experience to sit there indefinitely without a follow up.

Jupete Manitas The problem arises if it's during normal business hours and our agents don't want to accept the message, it disappears for them after 10 minutes but for the web visitor they would still be sitting there waiting with no updates to say "Hey... it's been 10 minutes, we can't find an agent, leave a message and we will get back to you..." something like that. What's the workaround?

So we need to hire a developer to address a very simple issue?! A person asking for an agent shouldn't have to end up sitting there waiting indefinitely to be told they can't be served right now and it's unrealistic for some smaller companies to carry out this solution.

This is ridiculous. It must go directly to voicemail if the system detects everyone in away or offline status. I still don't understand. If agents do a warm transfer and see no one is there, what do they do next? Ask to take a message? Transfer to.... whom?

Thanks.

Hello,

We are a small company expanding additional departments into using Zendesk. A new department we want to add has VERY different time expectations on responses and "resolution" times. I was thinking that using a unique form would be a good start. In addition to that, since the triggers / automatons would be different in nature, is it easier to add them to our existing 1 "brand" (where everything else is) OR to create a new "brand" (even though it's a department) and set everything up through that way and keep them separate? My once issue with this ladder approach is that sometimes questions related to that department may come in at the primary customer service location - would they be able to transfer a ticket to another "brand"?

I'm open to ideas! Thanks.