Giorgos Kotsikis

We've activated the feature with a set limit of 3 chats. However, the system currently treats inactive messaging tickets as either "solved" or not within this limit, leading to the automatic assignment of more tickets than allowed. It's important to note that not all tickets exceeding the 10-minute inactive timeframe are inactive, because customer are still around and tend to text back after a few minutes.

Is there a workaround available to address this issue?

While the auto-assign feature is beneficial, the inconvenience arises from its tendency to exceed the specified limit multiple times. Which is not very convenient for the agents as it can be overwhelming having more than 3 chats at the same time. 

I believe it would be highly beneficial to introduce a task management feature or section within Zendesk. For instance, some teams handle tasks alongside their support conversations, and instead of relying on third-party tools like Asana for this, we could seamlessly use Zendesk's own task management capabilities.

I believe it would be more advantageous for all users of your platform to have a comprehensive suite of tools under one roof.

Hello,

To better serve our customers, we would like to request a feature that allows us to send a message based on the queue's traffic. This will keep the messaging channel open, but if there is an increase in traffic, we can let customers know that we may be experiencing longer wait times than usual. This way we can recommend that customers consider sending us an email or waiting patiently for the next available representative. This will ensure that we can assist everyone as efficiently as possible

Hi Masako,

I understand that you may be experiencing the same issue as me. However, I have discovered a helpful workaround that could be convenient for you as well.

If you are utilizing the answer bot flow, you can implement a "branch by condition" feature within the flow to limit access for certain problematic customers from using the messaging service. This will allow you to better manage and prioritize your customer service interactions.

Here is an example of the settings you can use:

"branch by condition" 

From here, you can customize the messaging and settings according to your specific needs and preferences.

I hope this solution proves helpful to you! Let me know if you have any further questions or concerns.

Totally agree with the other people here this is a must-have feature there are some customers
that abuse the chats and there isn't any native way to ban them on messaging.

Dear all.

I have a suggestion that I believe would be very helpful for everyone. It would be convenient if the chatbot flow could be built in a way that it hands off a chat to live chat (classic widget) when the customer wants to speak with an agent immediately. While messaging is asynchronous, there are some businesses where customers want to speak to an agent right away.

Although leaving a long, detailed answer with the bot may inform the customer that an agent will eventually see the conversation and respond, the messaging format gives the impression that customers can speak to an agent immediately. If they do not receive a reply, they might try to contact the respective support again and again until they get a response.

This could create extra workload for agents, as customers are not being put into a queue until an agent accepts the chat, and they cannot cancel the chat. This could lead to the chat conversation remaining open, and the customer might create 4-5 conversations with messaging as they become impatient.

My suggestion is that a bot flow is created where, whenever the customer wants to speak to an agent, the chat is handed off to live chat (classic widget). Alternatively, an API call could be created, allowing the customer to select to speak to an agent within the bot builder, which would then transfer the chat to live chat. This way, agents and customers can speak in real time rather than asynchronously.

Thank you for considering my suggestion.