Bobby Brown

Thanks for your reply.

We can't use messaging because it doesn't provide the ability to go offline - not everyone wants persistent chats or to be constantly online. Happy to discuss this outside on this post if you like.

As for notifications, we would like the ability to toggle the setting which is found in the agent profile on behalf of the user, and have the ability to set it's default value account wide.

Thanks.

Each new agent needs to manually change their notification settings in their profile, otherwise they are bombared with notification emails (missed chat is a good example of this). As an admin, I should be able to configure which notifications my agents receive, or disable them entirely.

There is currently no way to "Like" Facebook comments via the Zendesk integration, therefore agents must use the Facebook Business interface (or alternate) to like posts. This is frustrating as we need a single system which can provide all of the required integrations to avoid agents having to access multiple systems to perform their daily tasks.