Hi team,
We would like to submit a feature request regarding the behavior of messaging tickets in Zendesk. Currently, when an end-user initiates a messaging conversation, they are able to continue typing and sending messages even while the ticket is in queue, waiting for an agent to connect. This can lead to a buildup of messages before any agent interaction begins, which may cause confusion for users and inefficiencies for agents.
To improve the messaging experience, we propose the introduction of an optional feature that allows administrators to disable end-user input during the queuing phase. Once a ticket is created and placed in queue, the input field would be temporarily disabled until an agent joins the conversation. This would help manage expectations, reduce unnecessary message volume, and streamline the interaction once the agent is available.
This feature would be particularly beneficial in environments with high messaging traffic or longer wait times, where maintaining a clean and manageable conversation flow is essential. By preventing users from sending multiple follow-ups before an agent is connected, it would support a more structured and efficient support process.
We appreciate your consideration of this enhancement and look forward to any updates or feedback from the product team.
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!