Hide widget when chat limit is reached

Answered

17 Comments

  • Ramin Shokrizadeh

    Hi there Joost,

    Have you tried using the chat rescuer trigger that is added by default to accounts? We have no intentions to support hiding the widget when the account gets to max limit.

    If this is something you want to do, you will need to build something custom using the Real Time APIs and the Widget Javascript APIs.

    -Ramin

    1
  • Shobhit Saxena

    I support what Joost asked for. Olark allows and gives capability to hide chatbox when agents are busy. This is best customer experience for sales oriented channel. If I cannot support chat, why show the chat to customer - leads to poor experience from begining

    2
  • Kundenbetreuung

    Exactly. We are missing this feature as well! For our needs the widget would not have to be hidden completly, but at least the offline form should appear instead of keeping customers waiting and letting them go very frustrated.

    Userlike offer this functionality as well and I think it is essential. Full support Shobhit Saxena and Joost Kamstra!

    0
  • Chris Gunton

    Another vote for this from me. Our team does it's best to serve as many customers as possible but can easily get swamped by unexpected demand. Chat should stop being offered when all agents are maxed.

    A new rule in the Triggers would also be needed for when all agents are maxed.

    0
  • Joel Hellman

    This would be less problematic if there was a working queue where customer's could see as they moved up in the waiting line. Right now customers only get an initial queue count, but no indication of progressing closer to being served after that, which can be especially frustrating when chat is under high load.

    2
  • Chris Gunton

    A chat queue would be perfect - I'm sure the guys at ZD have this on their plans already. I hope so anyway.

    0
  • Kowski, June

    I agree with all the comments above. Our business would benefit from the widget disappearing when all agents are at max capacity. We are a small group and have struggles meeting demand when volume peaks throughout the day. It's stressful for the customer service rep to see all the chats queuing up when they are already at their max chat level. It leads to hurried responses.

    1
  • Thomas D'Hoe

    +1

    0
  • Mike Domin

    @Ramin - Does Zendesk still have no plans to implement this feature? I thought the purpose of chat is immediate help. I would prefer our users submit a ticket if a chat agent is not currently available. 

    0
  • Ramin Shokrizadeh

    Hi Mike. Unfortunately, there are no plans to address this functionality in the next 6 months. If you need it now, the best option is mentioned earlier (using Real Time APIs and Javascript APIs to hide/show the widget based on a certain criteria). This will require moderate development work on your end.

    -1
  • Andrew

    We are currently in our trial period and if we cannot manage to get this toggling sorted, we shall be going with a different package. This seems to be a big oversight. 

    1
  • Chris Gunton

    We have to keep in mind that this functionality isn't in the best interests of Zendesk, despite it being best for the users.

    Zendesk is in the business of selling licences, and the more agents you have, the more licenses you need. 

    This functionality will allow a single agent to manage their workload, but Zendesk wants clients to NEED more agents.

    Not a criticism of Zendesk at all - I'm a huge fan - but I can see the business decision they have made.

    0
  • Joshua Curtner

    Astonished that this isn't even in the pipeline. ServiceNow is looking better and better. 

    0
  • Christopher Rehn

    This is a vital function. We need to be able to hide the chat whenever that suits us. +1 for the above.

    1
  • James

    +1

    1
  • Rudolph

    Fully agreed with the above comments from fellow customers. It's incredibly scary to even begin testing chat with a small team when the risk is hundreds of frustrated customers. There should be easy way to toggle chat on and off so customers have realistic expectations, and we can grow out chat operation sustainably without burning a bunch of customers in the process.

    This feature should be a basic inclusion with Zendesk Chat. Please admit that and work toward adding this in.

    1
  • Peter

    From a CX perspective, it doesn't make sense to keep users waiting for help via chat, because they'll just be sitting there until an agent can reply. It would be much better to push them to another channel - by hiding the chat option - if we get overloaded.

    1

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