Alert or notification to the agent for chat support | Community
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Alert or notification to the agent for chat support

  • November 14, 2023
  • 1 reply
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Our standard hold time for chat support is 3 minutes, we want our agents to proactively go back to the client and inform them that their request will take some time to find a solution.

To ensure timely communication with clients, we need a feature or condition that triggers an alert or notification to the agents if they haven't responded in the chat for over 3 minutes.

    1 reply

    A
    • Arianne
    • November 15, 2023

    Hi @sandip11,

    Notifying an agent in the UI to follow up on their chat conversation isn't natively possible within support. I've found that other users are discussing similar needs here:
    https://support.zendesk.com/hc/en-us/community/posts/5362457463706-Feature-request-Pop-up-alerts-in-Support

    You can up-vote that post and add your detailed use case in the thread. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

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