Hello,
As a recent newcomer to Freshdesk and Freshchat, I am finding a number of functionality issues in terms of how we can manage our chats, both open and archived. I would be interested to know if anyone else would find any of the below useful and if these could be implemented if sufficient users have need or them.
- Easy access to chat history without the need to download a report. I frequently require the ability to look at transcripts of chats going back as far as 3 months, and this is very difficult in the Freshchat system. Something which would allow us to filter by date, agent, client email address etc instead of running a report and downloading a full days chat history would be a huge time saver.
- Chats assigned to an agent staying in the order they are received. At present, an agents list of chats bounces around based on which client has responded most recently, meaning if they have 5 or more concurrent chats it can easily become confusing who is next if for example a client is sending multiple messages one after another instead of a single message.
- Some clear visual signal of a response being received. When a client replies in the chat it is not entirely clear that a response has been received if you aren’t looking at the list. Perhaps a red dot or better still a red dot with a number in it to signify the number of messages they have sent since last being responded to would make this much easier.
