Customer-facing queue position and estimated wait time notifications
Shelton Wirth
As a support organization, we'd like the ability to automatically communicate queue position and/or estimated wait time information to our customers when their ticket is waiting for an available agent.
Use case:
When a customer submits a ticket or is placed in a support queue, they should receive real-time updates about:
- How many people/tickets are ahead of them in line
- Estimated wait time until their case is handled
- Their current position in the queue
Value:
This transparency would help:
- Set appropriate customer expectations and reduce anxiety
- Decrease "where is my support?" follow-up inquiries
- Improve overall customer satisfaction during wait times
- Reduce ticket abandonment by keeping customers informed
Desired solution:
Native integration that automatically sends queue position updates to customers via:
- Email notifications
- SMS/text messages
- In-app notifications (if integrated with helpdesk platform)
- Chatbot/automated responses
- Customizable update frequency (e.g., every 5 minutes, on status changes, etc.)
(This would be especially valuable for phone, chat, and email channels where wait times can vary significantly throughout the day.)