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Chat Dashboard where chats can be accepted is still needed
2024년 4월 18일에 게시됨
Please bring back the ability to view and accept chats from the chat dashboard. We use this feature hugely for 2 main reasons.
1. We have a global product, and many country teams. Sometimes (often), clients will come into the wrong chat, where we do not have legal permissions to access their cloud or help them. The visitor dashboard allows us to view the chat and choose whether to take it or reassign it, without letting the client know we've seen the chat, in order to avoid them feeling shuffled around or ignored. Without this feature, we take chats we cannot help, and have to then tell them we can't help and reassign them. This is extra work and looks poorly on support to the clients. It can also lead to them entering the chat again, and being taken by the same agent again, and being told they can't be helped again. This has already led to angry clients and bad reviews.
Even with the current dashboard, we can view the chats, but cannot accept them accept from the agent workspace. This means that we can see chats that we cannot take, but if a chat come sin that we can and need to take, we are forced to accept all prior chats that we can't help, in order to get to the chat we can. This is leading, again, to much more work for support staff, as well as a lot of upset and anger from clients.
2. We use the ability to open and follow chats for training or to help each other with deeper issues. I don't know if we will be able to see other's open chats with the new workflow or not, but this was a very easy and accessible way to see who was working on what in order to shadow and help without the client knowing of our presence.
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댓글 5개
Olivia Coleman
Agree with all of the points above. The ability to view the chats on a dashboard meant that clients were not being passed around (meaning from their view we are entering and leaving the chat without being able to assist). Having the dashboard ensured for a better experience for both agents and clients.
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Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Valentina Urresta
I agree, please bring back the option to accept interactions.
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Exposure Events
We had to create a view to view live chats, but its still unacceptable and three steps backwards. Why is Zendesk taking steps backward instead of improving and maintaining. They bought Zopim and destroyed all the good features they had for customers with that product. It is so hard to use chat now and customers are complaining.
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Arpan Nagdeve
Hi,
We are not planning to introduce visitor list on the product, we agree with the view capability and ability to assign the chat conversation without accepting. We are introducing ability to assign the conversation that can help achieve the same use case.
Workaround details - from support view team leads and admins can open the tickets and look at the incoming query from the end user & in case there is a need to reassign the conversation Admin or Team leads will be reassign the same to them selves or other online agents or group.
We expect a rollout of the fix before mid June 2024.
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