Chat/Messaging

Hello Zendesk team,We’ve been speaking with some of our users, and they mentioned the inconvenience of not being able to copy and paste images into the Zendesk chat.In other words, when a conversation is started and then transferred to an agent, during the interaction, if the user takes a screenshot, for example, and presses Ctrl+C (or right-clicks and copies), they are unable to paste the image into the chat. This means that any image the user wants to send must first be saved to their computer and then uploaded as a file in the chat.Would it be possible to add this functionality?We appreciate your consideration, this would be very helpfull for us and our users.Thanks!

Need to send message from customized third party application to live agent after making websocket connection. There is no documentation available which clearly specifies how to send message from visitor to live agent.

Im having trouble getting the user input custom field in zendesk chat box to become the ticket title on zendesk support.

Hello everyone! I'd like to know if it would be possible to send bulk messages on Whatsapp via Zendesk? Actually, I'm not really sure if we can make outbound contacts via Whatsapp using Zendesk? Can you please advise? thanks!

Hi Community,I’m looking to deploy a Zendesk Chat Bot integrated with Microsoft Teams to enhance our internal support process. My goal is to enable employees to interact with the bot directly in MS Teams for basic queries, ticket creation, and updates.Here are some specific areas I’d appreciate guidance on: Deployment Steps: How to integrate Zendesk’s bot with MS Teams effectively? Authentication: Best practices for secure authentication between MS Teams and Zendesk. Customization: Any tips for tailoring the bot's responses and workflow for internal support? Limitations: Are there any limitations or common issues with Zendesk bots on MS Teams? Additional Resources: Links to documentation or tutorials for this integration would be amazing! If anyone has implemented this before or has insights, please share your experience. I’d love to hear your recommendations or any potential pitfalls to watch out for.Thanks in advance!

Hi Community,I’m looking to deploy a Zendesk Chat Bot integrated with Microsoft Teams to enhance our internal support process. My goal is to enable employees to interact with the bot directly in MS Teams for basic queries, ticket creation, and updates.Here are some specific areas I’d appreciate guidance on: Deployment Steps: How to integrate Zendesk’s bot with MS Teams effectively? Authentication: Best practices for secure authentication between MS Teams and Zendesk. Customization: Any tips for tailoring the bot's responses and workflow for internal support? Limitations: Are there any limitations or common issues with Zendesk bots on MS Teams? Additional Resources: Links to documentation or tutorials for this integration would be amazing! If anyone has implemented this before or has insights, please share your experience. I’d love to hear your recommendations or any potential pitfalls to watch out for.Thanks in advance!

Hi support team, I'm using your widget embed in my platformI have a Contact Us form, and I can prefill name and email programatically using zE.identify function, but I have a field called “How can we help you?”  and I don't know how to prefill it programatically ? Can you guide me please? FYI: 1/ I'm using classic widget 2/ I don't want to use sending ticket form via API, the goal is, when our user click a button that outside of this widget, we still can open this form with every field is already prefilled.  

Hey all, We just moved to Workspaces and enabled messaging instead of chat. As a start what are most of you monitoring after building your decision trees?  I am however looking for the following as a start (The canned dashboard isn't helpful):  Ability to drill into flows. Eg. if a customer clicks Billing and Payments, need to see what most of them clicked next Drill into what flows were resolved by the flow and not transferred to an agent

Hello, We are looking to have WhatsApp group conversations in Zendesk. The idea would be to have some sort of communities where our end users (groups of shops that we provide support for) can send us messages and everyone in the group can see everybody's messages and our replies. I have researched this and it seems that this is technically possible in other platforms but haven't seen any reference to it in Zendesk's documentation. Do you know if it's possible? Thank you

Using an incognito window, I created a messaging conversation, and when prompted gave the email address of a known end user. I understand that it is an agent responsibility to be critical of who is chatting if they're not authenticated, but it doesn't line up that way on the backend. When they provide that email address, it gets added automatically, without verification to their interaction/ticket history by the system.  It seems like this means that false records can be created and attributed to an end user without their knowledge. Is there a way of separating known interactions or ones that are verified in some way (ie via email) from ones that aren't?

We have encountered an issue with the Zendesk Messaging SDK related to required fields(customers details) in the greeting message, and we would appreciate your assistance.Issue Description:Currently, messages cannot be sent to the support team until the user fills in all required fields in the greeting message. However, we have noticed the following challenges: There is no way to disable all required fields in the admin center. In some cases, users only enter and send their name. They do not proceed to describe their issue. This behaviour suggests that users may not understand they need to provide additional information after entering their name. Expected Behaviour:We would like to simplify the user experience by disabling the required fields entirely, allowing users to immediately start typing their issue as soon as they open the chat. Questions: Is it possible to disable the required fields in the greeting message? If not, is there a recommended way to simplify the user experien

Hi Community - need some advice.  We have an api running to upload any newly onboarded customers as a contact with Zendesk so we are able to identify a contact (with customer attributes) - making it easier to answer the customers query immediately.  The issue is that Whatsapp see the contact number in this format [+27 72 500 400] while the contact is saved in Zendesk in this format [+2772500400] - it does not recognize the contact and create a new contact instead leading to duplicates. We are going to change our API format in the hope that it will fix it - just wanted to see if anyone else had this issue?  We still need to look at bulk migration for the existing duplicates with this error but difficult with apps and the condition that we retain the API upload and not the Whatsapp created contact. 

I've been losing my mind over this issue for way too long. We use Messaging (not classic), and have just one simple flow setup to get the customer to an agent as quick as possible. Sometimes, not every time (I haven't been able to find any kind of pattern), after the customer fills out the required form, they are given the usual message I write telling them they are being transferred, but then 3 seconds later, they are also given a message stating “We're offline. When an agent replies to your request, you'll get an email at (customer's email address)” even though we are open and agents are available. Often, a support agent is able to grab the chat and continue right after the message. Something I have noticed: Even though the bot has the same name, there is no avatar. So, this tells me it's from a different section than what I built for the current flow as I created that avatar specifically for the current flow setup, but have used the “VanillaBot” name in the past. I checked

I've searched everywhere and cannot find this. I know how to update the email template for the Email channel. I am looking for the email template that is used when a Messaging conversation changes to Inactive. I want to change the subject line.  Also, I want to add some text like “You can reply via email or via the message bubble.” I can'f figure out how to do this under Messaging Triggers. When I check under the regular Triggers, I don't see a placeholder to add in the conversation to the Notify Via Email action. Here is the email I am referring to: 

We have 8 Instagram accounts and 4 Facebook Messenger accounts generating messaging tickets.  When they come in we have no way of seeing which account the message is from, and often these massages are asking specific questions “do you have this in stock?” “what time are you open tomorrow?” so we need to be able to identify the specific account when replying. Currently the source just says “Instagram direct” or “via Facebook Messenger”.  Tags can't be used because the only trigger available is Instagram or Facebook - not the specific account.

We currently have a rather small support team, with one agent responsible for answering incoming chats. The chat volume is quite low (a maximum of 10 per day), therefore we only have one agent monitoring this. However, sometimes a chat is missed, leaving the customer stuck in the widget waiting for a reply. What we need is a notification (email is fine) when a chat goes unanswered for one (1) minute so we can address it promptly and reply to the customer. I've tried using triggers and automations but haven't been able to make it work. Does anyone have an idea how to solve this or has faced a similar issue and found a solution? I would appreciate the help!

I understand that If we enable multiple features, they would be presented in this order: Self service Live chat (only displays if outside office hours AND no agent available) Phone calls Contact forms (only displays if outside office hours OR no agent available) Since an end user may not have time for a chat or prefer to work asynchronously, we would like to provide self-service first, then the option to choose between chat or the ticket form. On the Zendesk site's widget, the behavior seems to be self-service then chat only (with the pre-chat form enabled, rather than an actual ticket form). Is there a way for widget (classic or messaging) users to have an option between chat OR ticket form, or do they need to go through chat before the fallback form?   

even though my agents are all online, but mobile sdk keep telling customer no available agent, why is that? Should i also need to integrate chat provider api to use chat function?

My understanding is that when using the JWT Authentication, when a live transfer step is reached in the flow builder, the external_id will first be used to locate the User Profile to then create the message/ticket. If no profile is found with that external_id, then the email provided will be used. I've tested this now multiple times and each time, a new profile is created with the email I provided, when there is an existing profile with that same email as the Primary Email.  The existing profile, the email is not verified. The JWT contains both the parameters of the email, and that the email_verified = true. When I don't include the email_verified = true, then a new profile is created, with no email at all.In my messaging settings, I have the most relaxed setup to use both verified and unverified emails. Does the fallback to match by email only work on verified emails? If so, is there a way I can pro-actively associate my external_id with the user pro

this is your wiki https://developer.zendesk.com/documentation/classic-web-widget-sdks/chat-sdk-v2/android/quick-start-chat-sdk-android/#getting-the-zendesk-chat-account-key.   and I step one by one ，but  I can not find Acount Key  in help center. when I click this button , can not find account Key, why?   

We need to use the “custom launcher” for Zendesk Messaging widget, but the instructions in the dev guide don't say where to put the “show” or “open” commands. We have tried everywhere and nothing happens. Zendesk's Support says to reach out to community, but I don't see instructions here either.  I know zE('messenger', 'show'); needs to be in our Zendesk hosted Help Center, but where do you put it? We've triead so many places, but still nothing happens and the widget dissapeared 

We’re facing an issue with our Zendesk text number and WhatsApp Business. When attempting to set up WhatsApp Business, we’re not receiving the verification code sent to our Zendesk text number. Since Zendesk support hasn’t been very helpful over the last few months, I’m reaching out to see if anyone in the community has experienced the same problem. If so, how did you resolve it? Any advice or guidance would be greatly appreciated. Thank you!

Hey,We have an external company handling the overflow of chat tickets and they should make a report in Explore where you can see the amount of their tickets. However, the problem here is that explore gives a different result than the manually calculated amount of the company in question. So they calculated the exact amount in the tickets for the two days, but I can't get it to match in any way and the reason is probably that they have transferred the ticket back to us. Would it be possible to get a function in Explore where it is enough if you have handled a ticket at some point?

There should be a way that as a company you can decide how to assign inactive message conversations.  For now, they don't affect capacity, but for some organisations, the message ticket is the same as an email ticket so it could have a specific workload.  Maybe what some customers need it to have the option on: - how inactive message are assigned to the first agent > all at once or round robin model within the team - how inactive messages affect capacity > based on inactive/active status or based on ticket status (open vs not open)

I'd like to display the message for offline status when no agents are online, even if it's during business hours. It seems like if it's during business hours, the messaging widget will initiate a chat rather than the fallback form. After submitting the chat message, the initial message for online will display, then a few seconds the message for offline will display. Also, the default online messages (rather than the custom ones) will be used for both the first and follow-up messages. How can I set up the widget to use the custom offline messages when agents are offline but it's during business hours?