Patricia-c Palmer-C

Please add this export functionality - thanks!

Color coding would be incredibly helpful -- the visual prompting of colors would make tracking conversations between and customers so much easier to track.

Echoing what Reshma just posted - please give us a real update as to when this will be resolved.  At the beginning of the year our team was told it would be included in year end updates but since then we have heard nothing.  Where on your roadmap is this fix/update?

Please provide us with an update on when this feature will become available. Our agents need the audible/visual cue that a chat has been transferred to the groups.  They should not have to keep checking their groups' views in order to determine that a live chat customer is waiting on them.

Please provide more of an update than "on our radar."  This is a very important feature that is missing and therefore causing extra work for our agents and often results in customers that have to unnecessarily experience extended wait times.  Are you planning to make this update within the next quarters?  Thank you!

We just signed on as a customer for Zendesk for a pilot.  This missing feature (audible notifications for transferred chats) is crucial to proper flow of information between our agents.  We are trying out Zendesk to determine if it can help replace an in-person process that was in place prior to COVID shutdown.  In this process a City customer would be able to get permit "coaching" from a variety of experts.  The customer transferred to different coaches with different expertise, depending on the customer's needs.

We have created these coaching expert groups in Zendesk but it is incredibly inefficient and a really bad customer service experience (for agents and for external customers) that a transferred or reassigned chat does not make an audible or other type of visible alert (similar to ACCEPT for new chats) for the group or agent to whom the chat is transferred.  What ends up happening is, the agent making the transfer now has to send an Instant Message to one of the agents on-line in the group to give them a heads up that a chat is coming their way.  This adds additional work and again, is inefficient.  Also, if the transferring agent forgets to send a IM, the customer ends up waiting until one of the group agents happens to check Views and notices that a conversation is waiting.  We are currently doing a soft launch but when volumes increase, having to create a "heads up" IM will become untenable.

Please provide schedule information as to when you expect that this feature will be added.  Again, a crucial feature that is really needed!  Thank you!!