When you transfer a chat to another agent in Zendesk it would be great to give them an alert that the chat has been transferred, similar to when they receive a new incoming chat. The agent will generally know that a transfer is going to happen but good to have an alert.
Accepted
Transferring a chat
- Employee
Hi @Kate Anderson,
Thanks for sharing the feedback! This completely makes sense, we will include this in the pipeline in upcoming quarters.
Regards,
Ayush
We need this desperately.....
We are missing chats because agents don't get a notification when we transfer a chat to them. Hopefully it wil be added soon!
Has there been any more information about this functionality. Not getting alerts when a chat has been transferred is causing quite a few issues.
- Employee
Hi Jason & Stuart,
I would assure you that this is still in the pipeline, but I don't have a date for you yet.
We will post in the community once this becomes available for general use.
Regards,
Ayush
This impacts our teams as well. The potential workaround of an email notification to the newly assigned chat agent for an incoming chat would not be the best customer experience as this would add time delays, likely missed chats, and poor handoffs.
Ideal enhancement specifics:
It really would help our team to have the google notification pop up, sound notification, and chat count increase when a new chat is reassigned to a specific agent. It would additionally be helpful if there could be an indication to the Zendesk agent that is reassigning the chat not only if the other Zendesk agent (the one receiving the transferred chat) is available but is also within their total number of chat conversations allowed.
Thank you for sharing any updates about the stage of this enhancement as well as when there might be a launch on it!
This needs to happen as soon as possible.
Ticket should go into the same queue that the actual agents in the new group/department are in, or have a way to prioritize who is served next. Seems like a simple problem, but any solution might be a little complex. Happy to help zendesk iron this one out if needed!
I upvoted this because it's very hard to believe that this still hasn't been resolved. Even if the agent is aware the chat is coming, they should still receive a notification that the chat has been transferred, even if it's just a "ding".
- Product Manager
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Hello Andrew/Bobby, thank you so much for taking the time to provide us with your feedback here. This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. Thank you again for your feedback and for being a valuable customer with Zendesk. |
How could it be, that this is not implemented now. This doesn't sound like a big thing to add, that also a Notification is send to an Agent when a chat ist transferred to him.
And it's over 2,5 Years since you said it will come in the next quarters!
This is a major Problem. It leads to unsatisfied costumers and also angry agents, because it's not their fault, that they don't get notified.
Also the Workaround with E-Mail trigger or just transfer the chat to a whole group of agents are not really usable or helping in our workflow
- Community Manager
Thank you for your feedback here Patrick. We appreciate your continued engagement in this thread as requested and want to assure you that this thread is still be monitored for feedback for our PM's to help prioritize the requested features. Thank you again for being a valuable Zendesk Community member!
Hello,
This would be super helpful for our Agents as well. Is this something that has finally been added? I was wondering if there is a way to w/ OMNI and Messaging enabled in our instance for and Agent to transfer a chat/messing channel conversation to another Agent and be able to give the incoming Agent a warning/heads up of the incoming chat? So they can use the proper QA approved script. I see this thread and ask for this type of functionality has been going on for years and I agree it's strange that a seemingly small feature seems not do able for so long? When it seems it should be an out of the box feature? Let me know if this is possible.
Thanks!
Matthew
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