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Allow custom fields to be skipped in Agent Transfer if the field is optional in Support
Zendesk Luminary
已于 2022年8月25日 发布
In Messaging, we'd really like to collect order numbers from customers who have that handy, but we don't want that data collection to be a roadblock between Requesters reaching our agents (or worse, for customers to enter random numbers in just to get past the form).
Currently, even if you have a custom field "Required to submit a request" unchecked in Support, on the Messaging "Transfer to Agent" step, that field is still treated as Required to proceed to the next step:
Ideally, fields in Messaging should honor the required vs not required settings applied to that field in Support > Tickets > Fields and give customers an option to skip a custom field if it's optional.
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6 条评论
Lisa Tam
Hi Harper,
Thank you for sharing your feedback. We will take this feedback into consideration for future product iterations.
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Chad Susa (Gravity CX - Zendesk Partner)
+1 Harper Dane
This is currently a roadblock for my customers using Messaging. This really needs to be fixed urgently.
Also, all aspects of the messaging widget and bot end user experience (what the customer sees) should honour Language and Dynamic Content :)
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Anton Verhelst
+1
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Usama Butt
Hi Lisa Tam Is this issue has been addressed or not yet?
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zAdrian
Another shortcoming (or difference, compared to how drop-down fields are presented in the help center web form) is that the ‘-’ option is not available as default in the bot answer flow in Messaging widget.
Example of a dropdown field in help center web form and Messaging bot flow:
Are there any plans to align the way the default option is presented in drop-down fields in help center form and bot flows?
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Tommy
2 years passed, and it was not implemented still, great
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