FEATURE REQUEST - ability to tag closed chat

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10 Comentários

  • Comentário oficial
    Rajat Garg
    Zendesk Product Manager

    Hi Paul,

    We recently released roles and permissions feature (on Premium and Enterprise plans) that allow admins to create roles and customize agent permissions. Using this you can allow agents to edit tags in History. You can find more about the feature in our announcement post here.

    Thanks,

    Rajat

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Jon,

    Thanks for the feedback. We are currently in the process of adding the ability to add or edit chat tags to past chats/offline messages for admins only in the History tab. It should be coming out in the next week or two.

    Edits made to the chat tags will not be updated in the Zendesk ticket, if you are using the integration. If you are using the integration, it is best to add/edit the tags on the ticket itself vs. the past chat.

    Thanks,

    Ramin

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  • Jon Barnes

    Excellent news!  Thanks.

    Keep up the great work.

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Jon,

    Good news! You can now edit chats to add tags after the chat has been completed as an admin inside of your Zopim account.

    By going to the History tab and selecting the chat, you should see a pencil icon near the tags section. Click that and you will be allowed to add/remove tags from that chat.

    This will also work for offline messages. Once tags have been edited, they should be indexed immediately and will show up when searching for the tag used in the particular chat.

    Note: Edits to the chat tags will not get updated to the tags on the Zendesk account.

    Let me know what you think and if you have any questions.

    Thanks,

    Ramin

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  • Jon Barnes

    Thanks for the update.  After a quick look, no concerns here.  Thanks so much!

    Im guessing that the update cleared the homepage "tag count", that displays the most recently used tags for the past 7 days.

    If you are taking additional requests, it would be nice to be able to go back farther in the history to see which tags are used most.  Not sure if this would be based off a date range, or pre-determined ranges (ie, 7 days, 30 days, 60 days, etc).  I know that we would find it helpful to track what is happening across the network.

    Let me know if you would like for me to add this as an additional feature request.

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    The tag report on the Home tab gets updated every day, so changes to the tags won't be reflected there immediately but should be updated the next morning.

    No need to create a new feature request for the better reporting. There are no immediate plans (next 3-6 months) to add this functionality natively inside of Zopim. If you need better reporting around tags now, you can look into using Zendesk Insights with the chat tickets (as the chat tags get pushed to the ticket tags).

    You can then build a report in Insights around the chat tickets and the tags used over time. It might be worthwhile signing up for a Zendesk trial account and connecting it to your Zopim account to play with Insights and see if it solves your problem. As Zendesk requires an additional monthly charge, I can understand if you don't want to try it but figure I would suggest it as an option that could be used right now. 

    Thanks,

    Ramin

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  • Jon Barnes

    Great suggestion.  Thanks.

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    One thing I forgot to mention is the tickets in Zendesk won't be created retroactively for past chats. It will automatically create tickets for new chats.

    If you want to create tickets for your older chats, you can do so individually by clicking on the chat in the History tab and clicking on the 'Create Ticket' link. However, this will send an email notification to the visitor (unless you deactivate all the triggers in Zendesk), so might recommend just using the integration for future chats to see how it works out. 

    The only alternative solution I can think of is export the chat details in History for a time period and use Excel to build a report on tags used over time. It will require some clean up and the use of text-to-column feature to separate the one tags column into multiple columns. Just another option to try if you really want to dig into your historical chat data now.

    -Ramin

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  • Paul Seyler

    I'd like to cast a vote for non-admin agents to be able to add tags.  In the use-case originally described in this thread, (and the one most common for us) the agent knows immediately that a tag is required.  Unfortunately she can't just add it then.  Instead we have to escalate to an admin, who then has to read the chat and apply the appropriate tag.   All of this consumes valuable time, so I'm not sure why that's desirable.  If an owner is concerned about security, there could be an account parameter to turn the feature off, or restrict agents to add-tag only and not changes or deletes.

    Basically with Zopim this means we miss chances to identify a new sales lead unless we invest more agent and supervisor time with an escalation and re-read of the transcript.

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  • Yunen Yeo

    Hi Paul,

    Thank you for your feedback. The reason we decided to only allow admins to edit tags in chat history is to reduce the chance of misuse. As currently, Zopim have no audit logging to see who and what has change for closed chats, an agent can go into any chats in chat history and change all the tags which may be a huge problem for account with a lot of agents.

    Are you agents able to add tags before a chat ends in the chat panel, so as to reduce the need to add tags in a closed chat in Chat History?

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