User need
As part of our premium support service, we normally want to give customers special attention. In order to do this, we usually find ourselves going back and forth with customers by sending numerous emails in a matter of minutes.
This would likely be easier using the chat function.
The thing is, Zendesk offers no way of sending a chat request to the customer.
Our solution
The way we are solving it right now is, requesting the customer to go to our page, open a chat and enter their email in the form. Then we pick up the chat and merge both tickets.
Problem
This is cumbersome for agents and customers, and it offers a suboptimal user experience.
Question
Is there a better way to do this? interested in more experienced Zendesk users that know how to go around this.