Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
- We would like Zendesk Talk to include an option to set the queue wait time to zero minutes. This feature would mainly impact our customers and agents. Allowing a zero wait time would prevent customers from waiting in a queue when an agent is unavailable.
What problem do you see this solving? (1-2 sentences)
- Currently, the shortest wait time that can be configured is one minute, which still places customers in a queue. A zero-minute option would allow calls to bypass the queue so customers do not wait unnecessarily.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
- This issue occurs regularly when our phone queue becomes busy. Customers are placed in the queue and may wait for several minutes, even when agents are unable to answer the call. In many cases, the call eventually goes unanswered, which creates a poor customer experience. This impacts our support efficiency and customer satisfaction because customers spend time waiting without receiving assistance.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
- The ideal solution would be the ability to set the Zendesk Talk queue wait time to zero minutes. This would allow calls to skip the queue entirely so our team can return the call later instead of keeping customers waiting.
