Remove seconds from the Incoming chats waiting time.

답변함

6 댓글

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Maria,

    Thanks for sharing your feedback on the recent change. We have been getting requests from customers over the years to support seconds so we added logic where it goes 0 sec, 15 sec, 30 sec, 45 sec, and 1 minute. Once it gets to 1 minute, it will no longer increment in 15 seconds intervals and continue with minutes. 

    This solution was a middle ground to address the feedback from customers who wanted seconds visible and not overloading the user interface of the Chat dashboard visitor list.

    Hope that clears up the change, let me know if you have any other questions.

    Thanks,
    Ramin

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  • Maria Siritcyna

    Then what about those customers, who didn't ask for this option?
    Now we have no choice.
    It would be more client-oriented if the client could choose the variant they like more instead of forced implementation of the feature we don't need.

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Ok, thanks for sharing your perspective. This is the first report of a customer disliking the change made, we will continue to monitor the feedback and if there is a strong case to add a setting we can consider it. 

    In the long term, the use of visitor list and how it will work in the future will be different than what we have today with the transition to native messaging. You will hear more about these changes with native messaging rollout later in the year.

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  • Maria Siritcyna

    Thank you for your reply, Ramin. Hope those, who find this new feature confusing, will report about it too.

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  • Maria Siritcyna

    By the way, the other way round would be using minutes and seconds together, like 0 min 15 secs, for example. 

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    No problem. We looked at doing that, but in certain language translations it gets truncated in the column and would be even harder for the agent to read the information. That is why we settled on 15 sec increments up to 1 minute to be less disruptive and avoid truncation of the values for certain language translations. 

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