Chat/Messaging

Hi Guys,I'm seeing an error in the developer console for few users on our platform. The error triggers during the Zendesk SDK app login process, returning a 409 Conflict status code.The API response body returns:{    "code": "conflict",    "description": "email conflict"}When these affected users start a conversation via the messaging widget, zendesk stores their identity as "Web user <some random id>" instead of identifying them properly.My Goal:I need to resolve this conflict so that the user's actual name and email fields are correctly populated in the generated support ticket. If that is the root cause to not update user identity.Has anyone encountered this specific SDK authentication issue before, or does anyone know the best way to handle these email conflicts during login? Any guidance would be greatly appreciated!

The ‘end chat’ button needs to be more prominent, you currently have to either click on the three dots to end chat, or, click on the door icon, to end chat, but it needs a much more visable ‘end chat’ button (so you don’t have to click on anything to see ‘end chat’, it just needs to be there available.

From our side, we plan to build a custom integration to handle sending and receiving messages from our internal system channels, allowing agents to manage them through Zendesk. As this will follow a messaging-based model, We have some questions:Is it possible to configure automated responses when a customer initiates a chat? Can we also set up automated follow-up messages if the end user does not respond within a defined timeframe (e.g., X minutes or hours)?

How do I count chat messages with a trigger and add a tag when the conversation ends?

Let's be honest… working in support means wearing several hats in a single day! 😅One minute, you're solving a ticket. The next, you're investigating a mystery, chasing missing information, or wondering how one simple request turned into five follow-ups.Welcome to the life of a Zendesk agent!Which Zendesk personality are you?🔎 The Detective — Nothing gets past you. You investigate every detail before replying.⚡ The Speedster — Keyboard shortcuts, macros, and a perfectly organised workspace are your superpowers.📚 The Knowledge Keeper — You believe every recurring question deserves a good knowledge-base article.🧹 The Queue Cleaner — An organised ticket view and an accurate status are your idea of peace.🤖 The Automation Enthusiast — If a repetitive task can be automated, you're already thinking about how.🎯 The Follow-Up Champion — No pending request gets forgotten on your watch.Your turn! Which personality describes you best? What's one Zendesk feature you couldn't live without?

Imagine your Zendesk ticket could speak. What would it say when it lands in your queue?Would it be… The Drama Queen: “URGENT! Actually… never mind. Just checking in.” The Mystery Box: “I have a problem, but I won't tell you what it is.” The Marathon Runner: “I've been open for 27 days. What's another week?” The Disappearing Act: “You replied? Sorry, I vanished.” The Perfect Guest: “Clear details, all the information, and easy to solve. You're welcome!” Your turn! Which ticket personality do you meet most often? Give your ticket a funny name of your own. Bonus challenge: What would its first message be? No right or wrong answers — beginners, agents, admins, and Zendesk experts are all welcome!Let's see which ticket personality wins the community.#ZendeskSpark #ZendeskCommunity #SupportLife

What I am trying to do:Create a link to a pre-populated, draft, public Zendesk ticket reply to an external userQuestion: Is there a good way to do this, either by using:A deep link The Zendesk API Another Zendesk feature?What I have tried:Checking Zendesk API reference → Seems you can’t create a draft reply for an existing ticket? Checking Zendesk support agent → Seems there is no way to create a deep link for ticket replies to external users?

Hello,The Zendesk Messaging Web Widget currently uses the end user’s browser locale to determine the language of its interface by default.During our testing, this behavior was confirmed with the same widget displaying interface elements in different languages depending on the browser language:  We have confirmation from Zendesk that this is expected behavior. The widget language can be overridden, but the available solution requires adding a locale command through the Messaging JavaScript API immediately after the widget embed code.While this provides a technical workaround, it requires development and maintenance on the website or portal side. There does not appear to be a native option within the Messaging settings in Zendesk Admin Center that allows an administrator to select and lock the widget language.Requested functionalityWe would like Zendesk to introduce a native language setting for the Messaging Web Widget in Admin Center.The setting should allow administrators to choose be

Hi, we have an issue with our custom launcher functionality.Here is our environment:Product: messaging Web Widget with a custom launcher launcherShape: "none" (we render our own launcher button) multiConvoEnabled: true (multi-conversation mode) Authenticated end users via JWT (zE('messenger', 'loginUser', …)) Web app is a single-page React/Next.js appWe recently moved from the native Zendesk's messenger launcher to our custom launcher because Zendesk's launcher renders inside a cross-origin iframe, so we can't restyle it to match our designs. Moving to custom launcher helped us achieve our design goals. But we have some limited functionality now with the custom launcher.What we are trying to doShow an unread-message count badge on our custom launcher as soon as the page loads, before the user opens the widget. When the user has unread replies, the badge should reflect the real count immediately.The problemThere appears to be no way to read the current unread count on page load without

Hi Zendesk team,I’ve encountered what appears to be a UI issue with the Zendesk Messaging SDK on iOS.When the user opens the keyboard and starts typing a message, the user’s message bubble is consistently positioned at the very bottom of the chat view. This can cause the message bubble to appear behind or too close to the keyboard/input area instead of being properly positioned within the visible chat area.Steps to reproduceOpen the Zendesk Messaging chat on iOS. Tap the message input field. Type a message using the keyboard. Observe the position of the user’s message bubble/chat content.

Hi, we have an issue with our custom launcher functionality.Here is our environment:Product: messaging Web Widget with a custom launcher launcherShape: "none" (we render our own launcher button) multiConvoEnabled: true (multi-conversation mode) Authenticated end users via JWT (zE('messenger', 'loginUser', …)) Web app is a single-page React/Next.js appWe recently moved from the native Zendesk's messenger launcher to our custom launcher because Zendesk's launcher renders inside a cross-origin iframe, so we can't restyle it to match our designs. Moving to custom launcher helped us achieve our design goals. But we have some limited functionality now with the custom launcher.What we are trying to doShow an unread-message count badge on our custom launcher as soon as the page loads, before the user opens the widget. When the user has unread replies, the badge should reflect the real count immediately.The problemThere appears to be no way to read the current unread count on page load without

Migrating from the legacy bot's Flow Builder to the new Advanced AI agent (Messaging / Web Widget), you'll notice escalation to a human has no configurable fields at all - where legacy let you pick any ticket field, you now get a "Collect user details" checkbox at agent creation. Which is exactly what I needed: Name + Email + Description.Except it isn't a Description field. It's "Reason for Contact" field.The difference: 128 characters, rendered as a single line, no attachments. 128 chars doesn't cover even trivial inquiries, you can only see the last ~36 characters of what you typed, and you can't illustrate anything. The form is effectively decorative (maybe works for "Need bread. No bread in shop").Anyone who contacted Zendesk support a year or two back will recognise this, because they shipped it on themselves. They've since quietly stopped using it in favour of a workaround: collecting the description conversationally, then asking for name and email separately. So the fix is known

Hey ​@Stephanie Langlois! We spoke last year at a Zendesk event in São Paulo.We talked about WhatsApp Calls at the time. Does Zendesk support WhatsApp Calls now?

When an end user clicks a help center article suggested by an AI agent in the Messaging Web Widget, the full article opens in a popup that displays the article author, title, and last updated information.Although we have hidden this information on the Guide article page through help center theme customization, the Guide settings do not apply to the article popup in the Web Widget. There is currently no setting that allows admins to control these elements.We would like the ability to:Show or hide the author, title, and last updated information individually Configure these settings per brand or Web Widget Alternatively, open the Guide article page directly instead of displaying the article in a popupA possible workaround is to replace the “Show help center articles” step with a “Send message” step containing a direct URL button. However, this works only for predefined Flow Builder paths where the article is known in advance. It does not apply when an end user enters a free-text question

Hello, we have received feedback from our accessibility auditors that the Web Widget is not in compliance with screen readers. When using a screen reader and keyboard navigation, opening the options menu to toggle sound should announce the state of the button.  

Hello,I'm trying to integrate Zendesk Messaging with my own backend system.My requirement is to make a single HTTP request to my external system when a chatbot conversation (or messaging session) has ended. The external system only needs to be notified that the conversation/session is complete—it does not need to send or receive any messages, interact with the bot, or involve a human agent.I've looked at the available Conversations webhooks (such as conversation:message) and the documentation around messaging sessions, but I haven't found a clear event that indicates the end of a chatbot conversation or messaging session.Could you clarify the following? Is there an event or webhook that is triggered when a messaging session or chatbot conversation ends? If so, can it be used solely to notify an external system via an HTTP request? If there is no such event, what is the recommended way to detect that a chatbot conversation has ended so an external API can be called? For context, we

Hi all,We run 100% of our support through WhatsApp via Sunshine Conversations, and we'd like to send a native WhatsApp Flow (the multi-screen interactive experience from Meta, not the hosted-form message type) as a post-resolution survey — two questions: an NPS-style 0-10 score and a "was your issue resolved?" yes/no.I found the "Flow template messages" example in the developer docs (message overrides / passthrough), where you send a WhatsApp template with a button component of sub_type "flow" and an optional flow_token:https://developer.zendesk.com/documentation/conversations/messaging-platform/programmable-conversations/message-overrides/#flow-template-messagesMy specific questions:1. Has anyone actually gotten a Flow template message delivered end-to-end through Sunshine Conversations (not just Meta's raw Cloud API)? I saw an older community post (https://community.zendesk.com/ideas/2316) saying WhatsApp Flows "isn't available" with Sunshine — is that still accurate, or has this shi

Currently, I am having some hit and miss moments using auto assist for messaging, although thoroughly enjoying myself during the process, seeing positive responses and the possibilities in how this may assist our agents.I am testing this using self written procedures, and those created with the use of Bard, both without the use of creating custom actions (knowledge isn't quite there yet for that), and I seem to have gotten my conversations in a loop during testing.If an agent approves a message to the customer/end-user which may resolve the customer issue, but it has the default action to solve the ticket along with it, and the agent hasn't prepared the ticket for this for this, it seems to create a loop (to use a better word).Every time the customer wrote back, the same message was instantly written to them, providing an not so great experience, and somewhat highlighting, this was not a completely human experience.Originally auto assist couldn't be turned off. Refreshing the screen al

Hey Community!We're a higher education institution supporting university students through Zendesk Chat and are currently reviewing our chat service standards. Since students often reach out with time-sensitive concerns and tend to expect immediate responses, we're trying to identify realistic and effective first response time targets for this audience.For those in higher education or student support environments, what first response time goals or best practices have worked well for you? We'd love to learn how you balance student expectations, agent workload, and chat satisfaction. We're also keen to hear from teams in other industries that serve high-volume or high-urgency customer groups, as we're exploring different approaches and would appreciate any lessons learned or best practices that have proven successful in your environment.

We have multiple Brands with two product pages that can access Zendesk directly via the web/messaging widget. We use a standard SSO with email address as the identifier. As our help center is restricted, for end users to receive article suggestions and authenticate when creating, we require JWT authentication which requires an external_id. Although Zendesk discourages, we used email as the external_id.With over 600k end users, many inactive, we needed a way to update activate users and new users with the external_id. Action Builder can make decisions based on ticket and also user events - one Flow on new user creates and another when a user logs in.Creating an action Flow is easy:Create a connection to your help center. While API token is simple, Zendesk is moving away so might as well create OAuth. Under custom actions, create a PUT request (for either, as it’s an update) to your connection. I pass user id (for the actual request) and email (to update the external_id). Since we only u

I added the messaging web widget to my app and login users if they are authenticated: window.zE('messenger', 'loginUser', function (callback) { callback(token); })   when the user clicks to open the chat for the first time, it creates a ticket for them even when no message was sent on their end. why is this?   

Hey Community!We're a higher education institution supporting university students through Zendesk Chat and are currently reviewing our chat service standards. Since students often reach out with time-sensitive concerns and tend to expect immediate responses, we're trying to identify realistic and effective first response time targets for this audience.For those in higher education or student support environments, what first response time goals or best practices have worked well for you? We'd love to learn how you balance student expectations, agent workload, and chat satisfaction. We're also keen to hear from teams in other industries that serve high-volume or high-urgency customer groups, as we're exploring different approaches and would appreciate any lessons learned or best practices that have proven successful in your environment.

Hello,We’re trying to activate Zendesk Messaging with an AI Agent on our web widget, but we’re having trouble getting the handoff to a live agent to work.The AI Agent responds to customer questions correctly, and the “Talk to a human” option appears. When we test it, the bot asks for the customer’s name and email, then shows a message saying it is passing the conversation to our support team.However, no ticket seems to be created, and no new conversation appears for a live agent to take over.Here’s what we currently have set up:Messaging is enabled on the web widget AI Agent is responding in the widget Escalation is set to “Create a ticket” during business hours and outside business hours The customer is asked to provide their name and email After submitting the details, the bot says it is handing off the conversation No ticket or live chat notification appears in Agent WorkspaceHas anyone run into this issue before? Are there specific routing, trigger, omnichannel routing, or messagin

We’re using Sunshine Conversations through Zendesk integration in our system.Since our system is based on phone numbers for authentication and identification in support chats, in the upcoming BSUID change in whatsapp, we will have to request the user’s phone number if he doesn’t have one, using REQUEST_CONTACT_INFO button (https://developers.facebook.com/documentation/business-messaging/whatsapp/business-scoped-user-ids#requesting-phone-numbers-from-users)Unfortunately I haven’t seen or received any help from Zendesk support about how to create and receive the response’s webhook (contacts webhook).

Hello,Considering the following change: Announcing changes to how WhatsApp users are identified – Zendesk helpIs there any way we can retrieve the phone number? maybe a new messaging/sunco endpoint.  We rely on this value to carry out integrations with many clients; this will disrupt the operations of many businesses Kinds regads,