Hey, I love your chat and I will probably buy a premium version of it but there is 1 thing that is rendering this chat almost unusable when it comes to managing tickets from messages.
For example, if an employee creates a ticket from any conversation (chat, pre-chat, etc) then why there is no information for other employees that there is a ticket already created for this chat? Every employee who comes to inbox → “Chats” after entering the conversation will see “Create ticket” even if there is a ticket created for it. No information about already created ticket(s) whatsoever. You have to manually go to the Inbox → “Tickets” section and then scroll & search if it’s already there. It is creating a lot of confusion and unnecessary work.
1 simple information that there is (or are) tickets for this convo would be a game changer for me. It could be on the right side of the panel, at the bottom, in the history - whatever, and if You click on this info You will be taken directly to the ticket.
Hey @Eryk, thanks for your feedback! That’s a solid suggestion; we’ll discuss.
We plan to eventually redesign & simplify chat history, allowing users to reply to conversations directly – eliminating the need to switch between different views.
The way that the product is intended to be used, is that if a message is “Open” (missed chat, offline message), after the agent has reviewed and taken action, they would “Close” it, indicating that no further action is required.
If you are reviewing “closed” chats by your agents (including your AI AI agent), then you can use tags to indicate that the chat has been reviewed, and even segment them by type for reporting.
We could also consider adding a “seen by a human” icon for chats, shown in the list view.
Let me know your thoughts. Does this solve your use case?
While redesigning the ticketing system, it would also be great if they could address the issue of tickets arriving days late or not arriving at all to Gmail accounts. Considering Gmail’s market share is over 30.70%, I don’t understand how this is not a priority.
