Chat/Messaging

Hi, We are looking for a way to modify the header names of fields together with the text under "Description" but are unable to find any how these can be modified.

What do we need to get our Zendesk support and chat running on mobile devices? All our agents have installed the app, but we cannot use it because the login doesn't work. 

I need to inquire about a feature I saw on a website using zendesk, there was a field for the visitor to a add hus business name he wants to register and as soon as he adds the name a chat pops up to start engagement with the same business name saying “xyz is a great business name”

Im looking into setting up messaging web widget, does any one know if the web widget is visible to my end users during set up, or do I have to push publish or save to make it visible 

Hi All. I hope someone may be able to shed some light on this. One of our Dashboards shows us the number of agents currently Online and available to take incoming calls. However, the number includes those that are already On Call. This isn't ideal as it leads us to beleive agents are free to take calls when they aren't. Does anyone has any suggestions of ways to make this more accurate?

I've started the test of the new version of Zendesk chat (Zopim) but cannot see any visitor (while in the old version they are tracked regularly).Is it normal or this means that the new version is not working properly?Thaaaanks :-)

How do you set up the Messaging (Web Widget) so that the customers once logged in can see their conversation history?It looks like it just continues in one eternal chat that never closes for the customer, so if they have a new question a day after their previous question, they have to use the same chat to ask that question, instead of open a new one - that's not good at all to monitor productivity, cases per user etc.,Can someone please help :) 

Is it possible to create a placeholder in Zendesk that includes the body of messaging conversations? We have thousands of messaging tickets and collaborate with various departments using Slack by receiving Zendesk tickets through webhooks. However, despite our efforts to include the body of messaging conversations ({{ticket.latest_comment}} was not useful), we are unable to receive them in Slack. As a result, we have to access Zendesk every time to check thousands of tickets, which is very inefficient and can have a negative impact on our business. Can you please provide a solution for this?

Im trying to route chats based on country code ie. GB which would be presented to agents with the skill set GB. However I need to separate out specific requesters by domain to go to a different department. Has anyone successfully done this?   It would be similar with chats from Switzerland. I need to send ie French requests to the French team, German to the German team and Italian to the Italian team. How do the triggers need to look to make this possible?

Our org used live chat for a while and experienced decent success. We then transitioned to a tiered support system where specific routing was needed, therefore messaging became the requirement. Since being in messaging, we've experienced issue after issue relating to dropped chats. Clients speak with our agents and start explaining their needs, then the message will disconnect causing a terrible client experience.  The support we've received has consistently said it must be a browser issue on the clients' end. However, with how frequent this is, paired with them already being in the conversation, there has to be something else. Has anyone else experienced something like this? Has anyone utilized routing with standard chat in any way?

Hi I am having problems with zendesk from the client side. the chat conversation keeps disconnecting. The vendor from whom I am seeking support says "it timed out because of inactivity". What is one supposed to do to maintain "activity" when waiting in a support queue for 2 hours? Is this some zendesk configuration setting that they can change to improve behavior? Guess this is inverse tech support, the customer providing support to the vendor. thanks!

I used the authentication function of chat successfully, but the tickets cannot display the mailbox and name. How can I say that the corresponding attributes are assigned to the corresponding fields?    

I've got the following setup Native/Legacy FB integration set up Wall posts turned on Comments on a Post create new tickets - ON Include hidden posts - ON Include Wall posts authored by the Page - ON Include unpublished posts - ON Include private messages - YES Messaging turned Off (including FB messenger integration) Agent Workspace turned on I have multiple FB pages integrated. Each of these have an Ad with a 'Send Message' button.  The results when customers click the 'Send Message' button is inconsistent. see below Scenario1  Requester: Page name  Subject: [RandomCustomerName] replied to an ad.  Description: Customer's message and 'via Facebook Messenger' underneath the comment Scenario 2 Requester: Customer Name  Subject: Customer's message Description: Customer's message and 'via Facebook Messenger' underneath the comment Scenario 3 Requester: Page name  Subject: [RandomCustomerName] replied to a post. View post(LinktoThePostInQuestion) Description

In the standard web widget config, you can select for the widget to display forms. In the UI config you are only able to display all forms associated with your brand's Help Center. However, you can customize a limited number/selection of forms by adding the snippet for the widget from a different brand.  Say we have 10 forms total. Brand A has 8 forms associated with it. We only want to focus on 3 of them to show up in the Help Center widget, but enabling forms displays all 8 of the brand's forms. I created a Brand B that we don't actually use, associated those 3 forms with it, and used the snippet for the Brand B widget to embed it on Help Center A. You'd probably want to have a trigger in place to change the brand back to A, and may need assignment triggers updated if you're using brand as a condition, but this allows you to have the subset of forms you're customizing for.

Looks like I am not able to disable the chat badge and only enable the web widget.  

I need to display the user's name in the Zendesk chat (for the agents), and I'm using the Zendesk code: window.zESettings = { webWidget: { authenticate: { chat: { jwtFn: function(callback) { fetch('JWT_TOKEN_ENDPOINT').then(function(res) { res.text().then(function(jwt) { callback(jwt); }); }); } } } } }; and the jwt token is as follows: var payload = { name: '#{customerName}', email: '#{customerEmail}', iat: #{timestamp}, external_id: '#{externalId}' }; var token = jwt.sign(payload, '#{yourSecret}'); The code does not function, and there are no problems, but the user name is not shown. The Zendesk manual is devoid of useful information; has anyone incorporated Zendesk into their app? What am I doing incorrectly? Any assistance and suggestions are much welcomed.

We are looking for a solution that would hide/disabled our chat web widget from Guide for when we meet a current threshold. Perhaps that threshold is average wait time, average handle time, or some other metric we determine. Has anyone seen a automatic/programmatic way to do so using as much core functionality as possible? Any resources would be appreciated. Thank You!

We are looking for a solution that would hide/disabled our chat web widget from Guide for when we meet a current threshold. Perhaps that threshold is average wait time, average handle time, or some other metric we determine. Has anyone seen a automatic/programmatic way to do so using as much core functionality as possible? Any resources would be appreciated. Thank You!

My current chat tool is being replaced by Zendesk chat, hopefully....However, I would like to customize the appearance of the chat, bot, and messages depending on the placement of the chat widget.For example, on my homepage or sales page, I would like to prompt customers to book a demo or answer sales-related injuries.However, my existing clients who see the chat widget on a different platform should not see the same chat prompts as on the homepage. I could do this with my current chat tool (Tawk.to) by having the ability to set up multiple chat widgets under one account. Any possible solutions with Zendesk chat?

We recently deployed the Agent Workspace and have been seeing a new error message about chat becoming disconnected. Since we do not use chat at this time I would like to disable/remove this notification. Is there some instructions or advice on how to disable it?

Hello all! I have been asked to prepare to add Chat or Messaging in the coming months.  We do NOT utilize Zendesk Brands and have no plans to add it.  We only have 1 group that is planning on using chat to start, I am looking for ways for the chat/messaging widget to have a form option at the front and if you select the product that offers chat it will give you a live person, if you select any other product it will ask you to leave a message and route as an email.   I currently have a custom field built with conditions to route emails to the right group but hoping I can add this. Any assistance is appreciated. 

I have an activated help center in my web widget, with one article which has "video" in the title. When searching in the web widget for "video" there are no results. What do I need to do so it would find articles from the help center? See screenshot:

What would need to be done to only show the web widget/answer bot to only signed in users on the ZenDesk help center? I believe the following should work, but it doesn't appear to be: {{#if signed_in}}<script type="text/javascript">  zE('webWidget', 'show');</script>{{else}}<script type="text/javascript">  zE('webWidget', 'hide');</script>{{/if}}

Hi, We are utilizing the web widget on our internal site, and are having security issues with the users URL being included on the bottom of the created tickets. We incorporated the updatePath javascript as shown below, beneath our ze-snippet; however, the full URL is still being added to our tickets. Does the updatePath code need to be put somewhere else too?   The widget works very well otherwise, we just can't have the full URL be present on the created tickets.   <script id="WIDGET URL"> </script><script type="text/javascript"> window.zESettings = { webWidget: { position: { horizontal: 'left', vertical: 'top' }, contactForm: { fields: [ { id: 'name', prefill: { '*': 'test' }}, { id: 'email', prefill: { '*': 'email@test.com' }}, ] }

We switched back to Chat from Messaging. We used a 'Click Here' link in articles that would pop-up the messaging widget so customers would use it. It used this  javascript:zE('messenger', open'); I want to do the same thing, but with Chat, I found this code snippet. zE('webWidget', 'show') But I can't get it to work and not sure what I am missing. The idea is for the Article to have embedded links to pop up chat if the customer clicks it.