Jamie Davis

Upvote for this - need to be able to nest groups!

Can the "Go Online" pop up window be moved to the center of the Zendesk screen? The problem is, if I click on the 4 squares to navigate to the Help Center (as an example), sometimes the "Go online" pop window will pop up right as I am clicking on that, causing me to go online by accident. Would be good if this window was sitting on top of some of the other tools in that window, just to keep from accidently going online.

Feature Request Summary: 

Zendesk Chat should have a SLA timer. 

Description/Use Cases: 

Agents work multiple conversations at a time so it's hard to keep up with response times. Sometimes agents have to move to a different window or application to research and time gets away from them, resulting in not meeting their 3 minute response time for Chat. It would be nice if there was some type of timer or notification to alert the agents when one of their chats is 30 seconds away from their 3 minute SLA.

Business impact of limitation or missing feature:

Agents are missing their Chat SLAs because there is not an effective way to keep up with time passed when engaging with multiple customers.

I am looking for a way to notify my agents of the 2.5 minute mark of their 3 minute SLA for Chat responses. This could be a message, a sound, anything. Any help is appreciated!