Lorea G

Dane

Thank you!

 

Agreed, also it does not display time stamps on the tickets our chats come in, instead it displays "one min ago" "two min ago". But when the transcripts are pulled from history later for review, it displays the time stamps and our agents will get mark downs for going over their time, due to they can't tell.  For example, if they have to reply within 2 minutes.. anything that says "2 min ago" could be anywhere between 2-3 minutes... so when the transcript is pulled and they are at 2min 45seconds.. it is marked down.

 

It should display time stamps instead of, or as well as "1 min ago, 2 min ago" etc. 

At our company we have our agents operating on chat through the Zendesk ticket system. Our agents have a policy to wait at least/but no more than 2 minutes before closing a chat if a customer doesn't respond. However, the way the time is presented on the ticket makes it complicated for them. Instead of showing the time stamp with HH:MM or HH:MM:SS - it displays only as "1 minute ago" "2 minute ago" so forth. This can complicate things, as once it displays "2 min ago" - it has already gone over 2 minutes in time.. then agents are considered as over their 2 minute allowance. However, if they leave while it still says "1 minute" there is a chance they could be leaving the chat prematurely as it will display "1 min" during the entire minute until it changes to 2. Does anyone know if there is a way to change the setting so it will display time stamps instead of "1 min ago, 2 min ago" etc??

In the past when we used the actual chat platform, it displayed by time stamp, but since moving into the Zendesk workspace - it no longer does this.

Thanks.