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Mixing real-time chat rules with other messaging channels (WhatsApp, Messenger, etc.)
Publicado 05 de jun. de 2024
Recently, we changed our WhatsApp channels to the native format with Zendesk. We have several numbers that are specific to certain groups.
The problem we are facing involves chat limitations. In the CHAT panel, the settings theoretically should only apply to real-time chat, however, some rules apply to other messaging channels while others do not, such as the "department".
Real-time chat using the "assigned" routing format is impacted by the defined limit if an agent has a conversation assigned to them on WhatsApp and other channels. This should not be the case since WhatsApp and Messenger/Facebook channels are not necessarily real-time and can be activated at any time. The client ends up waiting in line and and eventually leaves the chat unattended.
Additionally, Zendesk keeps suggesting chats to agents even when we use triggers to route tickets to groups without assignment. This is very inconvenient.
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6 comentários
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Vinicius Henrique da Silva
where?
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Shawna James
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Vinicius Henrique da Silva
This ongoing issue with WhatsApp tickets appearing in the chat panel is completely unacceptable. We first reported this back in July, and to date, no solution has been provided.
This is not just a technical inconvenience; it directly impacts customer experience (CX) and our customer service (CS) operations. Misalignment in tools disrupts workflows, creates confusion for agents, and risks delays in response times. These are outcomes that no company aiming for excellent CX can tolerate.
The fact that not all customers are reporting this issue does not diminish its importance. A problem of this nature affects trust in your platform, and as a customer, I find it unacceptable that such a critical flaw has been deprioritized for months.
Zendesk positions itself as a leader in the CX space, yet this prolonged delay in addressing a core functionality issue raises serious questions about your commitment to your customers. How are we supposed to ensure a seamless experience for our customers if the tools we rely on are unreliable?
We demand an immediate escalation of this ticket, with a clear action plan and timeline for resolution. Anything less is a failure of the standards Zendesk claims to uphold.
I expect a detailed response promptly.
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Shawna James
I do want to call out our Community and Product Feedback Guidelines here as well. We take customer product feedback seriously; while we listen and read every piece of feedback that comes through this product feedback forum, feedback that is provided in this space is not guaranteed to be included on any product backlog or roadmaps. This Community forum is simply for sharing your challenges and how you use the product, but it is not a case/resolution system. Thank you for being a valuable Zendesk customer and taking the time to share your feedback with us!
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Prakruti Hindia
Hello,
Thank you for writing in. Looks like your customers/users reach out to your team using live chat and social messaging channels.
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