Feature Request: Capability to suppress the "Operating hours have started" Notification

20 Comentários

  • Gary Morgan

    Agents getting multiple Operating hours notifications on the Chat mobile app. The expectation is that the notifications work, without sending multiple notices. Respective of if they are online or invisible:
     ·        "You can now accept chats"

     ·        "Your status is now invisible"

    Will the mobile apps engineering team be implementing a setting to change the chat notification frequency?

     

    0
  • Ayush Upadhyay
    Zendesk Product Manager

    Hi Shane Monaco

    Operating Hours notifications are expected to show up at the time of shift start. Are you getting it more than once?

    If you wish to disable it for a certain group of users, a workaround is available.

    You can add these users in a separate Department, and set 24x7 work time for this department. However, you will need to filter out the said department from the widget using JS APIs, so that they don't appear in the pre-chat form during the nonoperating hours. 

    Regards,

    Ayush

     

    0
  • Will Poon
    Zendesk Product Manager

    Hi Gary Morgan, we're working on improving these notifications on the mobile app at the moment. You should see an improvement with our next release which is due in the upcoming months. 

    Thanks,

    Will

    1
  • Daniel

    In our use case we have about 20 Agents trained for live chat but we only schedule a handful at any one time. But this means that all 20 Agent see this pop up every time they open a new window, it also blocks the "play" button so they can't just ignore it. 

     

     

     

     

    7
  • Lawrence Dye

    @...

    The notification reappears any time a new tab or window is loaded or the page is refreshed. It's not a functional issue but it is quite irritating for admins who are not on inbound support work. 

    8
  • Ayush Upadhyay
    Zendesk Product Manager

    Hi Daniel

    You may create a group for agents in the same schedule and apply an operating hour to them. That way, only scheduled agents will get to see this banner. 

    Hey Lawrence Dye, you may look into the workaround I shared earlier in the thread to alleviate the problem. 

    If you wish to disable the banner for a certain group of users, a workaround is available.

    You can add these users in a separate Department, and set 24x7 work time for this department. However, you will need to filter out the said department from the widget using JS APIs, so that they don't appear in the pre-chat form during the nonoperating hours. 

    Regards, 

    Ayush

    0
  • Maky

    Hi Ayush.

    This is not a solution! there should be a check mark where I can enable or disable it as an administrator in chat configurations.

    I hope that Zendesk will take into consideration to solve this problem which is very annoying.

    Regards.

    Maria

     

    7
  • Christopher Boerger

    I Agree with Maky we need to have a this as a feature that we can enable or not. @Ayush In the meantime can you explain how we can does this using the JS API? 

    0
  • Jason Kral

    Our Agents are also struggling with this.   We have a large group of support agents assigned to chats, to serve as backups or in the event we get spikes in incoming volume. However, generally  only a portion of our team will be in Chat on any given day. 
    Would prefer an option to suppress this, rather than a makeshift workaround. 

    0
  • Mark de Leeuw

    Would love to see this added: Just like Jason we have big teams working in shifts and they are not always assigned to chats duties. Additionally, each time a teamlead or admin logs in they need to click away the notice. Would love to see a fix for this! 

    2
  • Pavlo Mykytas

    Our team operates 24/7 and while we were fine with it when using Zopim, the switch to Agent Workspace made this pop-up the most hated thing of our team. While all of our departments / groups need to have access to the chat, not everyone uses this access to chat with users, so getting this notification every time while you refresh the page or open Zendesk in a new tab is incredibly annoying and useless. 
    If you added a feature that would turn off this pop-up, I would use it in a heartbeat.

    0
  • Dan R.
    Community Moderator
    Zendesk Luminary

    Please, let us suppress these alerts!

    At the very least, allow admins to suppress the alerts as we don't take chats. The alert is late to load after a page refresh and interferes with UI actions I'm in the middle of undertaking. 


    1
  • Shawna James
    Community Product Feedback Specialist
    Thank you for your feedback all. Does the workaround that Ayush offered apply to what you are looking at or is this a different issue that is not solvable currently. 
    0
  • Dan R.
    Community Moderator
    Zendesk Luminary

    Hey Shawna,

    Not really an option, as we're not working with JS APIs with the web widget. We only have/need one department, creating more and then getting developer resources to write some custom scripting to the widget isn't a practical solution. 

    0
  • Arpan Nagdeve
    Zendesk Product Manager

    Hi Dan, 

    We don't support the Operating hours started notification suppress capability that's been called out and something we'll evaluate in the context of AW. This problem is not valid from the Messaging and OCC point of view and something specific to chat product. 

    0
  • Dan R.
    Community Moderator
    Zendesk Luminary

    Thank you Arpan Nagdeve for the reply. Please, would really appreciate the ability for admins to assign a permission to allow certain users to suppress alerts in Agent Workspace!

    0
  • Rich Talbot

    Such an annoying message.  We know our chat hours have started.  It's our job.  We do it every day.  I don't need to see this day after day.  Allow us to turn this warning off completely.

    2
  • TicketMaestro

    I completely share the sentiment that this message is extremely annoying. It's become a daily nuisance, and it's gotten to the point where I cringe when I see it. It's definitely not the kind of experience I'd like to kick off my day with.

    The suggested workaround is quite convoluted and impractical. Creating a separate group or department, configuring operating hours, and employing JavaScript APIs seems like an overly complicated solution for a feature that we didn’t request.

    It'd be so much better if the system could address this problem directly, rather than making us jump through hoops.

    1
  • Andrew Pledger

    Hi Zendesk team, is this on the roadmap? The workaround is not viable for our teams. Thanks

     
     
    0
  • Maky

    Hello again.
    I haven't seen any solution available for this problem.
    Our situation is as follows:
    there are agents with a chat license who have hours to manage the chat and hours to answer tickets, this means that while they manage the tickets (other agents are managing the chat) they continually get this annoying message "Operating hours have started" and they complain because they have no way to avoid it.
    I really hope it's included in the roadmap as soon as possible.
    Regards.
    Mary

    0

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