"Group/Department" names should be different for internal vs. customers
RespondidaHey Team! So we are just about to launch chat, and are finding it very confusing to not have 2 different names for both internal "Groups" and user view "Department".
For ex. We had a Group called "CSM's" - that way support could assign tickets to this group in the Agent workspace. However, now that we're about to launch chat, when a user has to choose a "Department" - the user would see CSM's and maybe not know to choose this department. We've had to completely rename the departments to things that would make sense to customers - which is not what we wanted to do.
It would be great to have internal vs. external names on the groups/departments like we do on all other ticket forms in the ticket area. (or let us do SOMETHING to the pre-chat form without using the API) This will help us be able to make more configurations easily to the pre-chat form. Thanks!
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Hi Trevor,
Thank you for writing in. There should be a way to differentiate between the options presented to the customers and group / department responsible for handling the request. If you are using live chat, it can be done using Web SDK.
We have considered this while building messaging and flow builder. Flow builder allows admins to create no-code bot flows. As part of it, a business can capture nature of the issue and other information to triage conversations to the right group of agents.
- Prakruti
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I am in the same case. Our team doesn't want our team name to be exposed as a 'department' in chat. Customers may be confused by our team name. I think chat departments need aliases as well as aliases for chat agents.
And We can't go to"messaging" yet, because there are still many limitations to messaging.
https://support.zendesk.com/hc/en-us/articles/4408822351642-Limitations-in-messaging-functionality
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