Title:
Feature Request: Support for User Metadata in Zammad Live Chat
Original Issue/Pain Point:
Our support team needs immediate access to user details like email, name, and subscription type during live chat sessions on our SaaS platform. Currently, Zammad Live Chat does not support passing this crucial user metadata, reducing support efficiency and customer experience.
Concrete Situations Where This Problem Hurts the Most:
- Customer Identification: Agents repetitively collect information from returning customers that could be automatically provided, slowing down response times.
- Subscription-Based Support: Without seeing the user’s subscription level, agents can’t tailor their support strategies appropriately.
Why It Is Not Solvable with Zammad Standard:
Zammad lacks a feature to inject metadata into chat sessions dynamically, essential for personalized and efficient customer service.
Expectation/Desired Outcome:
Enable passing user metadata (email, name, subscription type) directly into the chat at session initiation, allowing immediate visibility for agents and personalizing user interaction.
Useful Information:
This feature could extend the Zammad Chat API to accept additional user parameters. This enhancement aligns with CRM capabilities seen in other platforms, improving CRM integrations.
Your Zammad Environment:
- Average Concurrent Agent Count: 5
- Average Tickets a Day: 100-150
- Roles/People Involved: Customer support agents.
Additional Context:
Immediate access to user details would not only streamline support processes but also enhance user satisfaction across various user demographics and time zones.
Closing:
Implementing this feature could significantly benefit many Zammad users by improving personalized support. Thank you for considering this request; we look forward to contributing to the community’s growth.