Chat/Messaging

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.

I'm having a hard time understanding the difference between these 3 despite having read multiple KB articles on the subject web widget (classic) messaging chat Also, why is a web widget (classic) called classic? Is there a successor?  It would be great if someone could give me a bit of history here and a one-liner on each solution. Thanks! 

For myself and most people I've spoken with, the chat widget appears immediately or within a few seconds of loading our webpage. However, one of my coworkers reports that she has to hover over the bottom right corner before the widget will show. The Zendesk support team asked me to have her update her browser (Chrome) and disable any extensions. She did update Chrome, and it's still not working. She's not interested in further troubleshooting with me on it, but I believe there might be a bug and I'm just posting the topic so that if others are seeing the same thing, they can chime in and possibly identify the cause. 

Hello, I have an urgent question, I hope you can help me solve it; I have 2 whatsapp numbers that we want to use for 2 different agents, one number we want to use for Customer Service and the other number for Human Resources; Is there any way that if a message arrives at the CS number, it can be channeled to the agent in charge of CS and/or if a message arrives at the HR agent's number, the HR agent can attend to it? I appreciate your reading in the post and as well as your support in solving my problem.................................. Hola, tengo una duda urgente, espero puedan ayudarme a resolverlo; tengo 2 numeros de whatsapp que los queremos usar para 2 agentes distintos, un numero lo queremos usar para Servicio a Clientes y el otro numero para Recursos Humanos; ¿hay alguna manera de que si un mensaje que llega al numero de CS este pueda ser canalizado al agente encargado de CS y/o si llega un mensaje al numero del agente de HR lo pueda atender el agente de HR? Agradezco su lectur

When I try to open page with web widget on localhost it stays invisible. I can see iframe with right code <iframe title="Opens a widget where you can find more information" id="launcher" and the page has full API, for example I can call zE('webWidget', 'open'); but it doesn't have any effect or error. Outside localhost everything works fine

Hi, Would there be a way by any chance to use to Chat widget to prompt surveys to gather feedback about the page they are in? We have an early stage platform and would love to be able to automatically prompt small feedback forms when they land on some of the pages. Is there any app or way to build this? I would really be happy with something as simple as a feedback textbox alone, I don't even need users to rate the page, or give thumbs up/down. It's just to feed straight back to the product team.

Hello I have an error for the integration between the Zendesk  account and WhatsApp It says to me that my number is registered in an existing account The question is, does it mean the Zendesk account and where do I disconnect from it in order to connect?   thank you

Hello,   we are testing Zendek Chat. But how can i switch off, that the customer gets the conversation also per E-Mail? I would like to have only chat and if i want to (when it make sense) then also per e-mal.   Regards   Judith

We had a running web-widget in our trial period. After upgrading the account to a payed one, the web-widget stopped working (no changes made).   Web Widget had been added via Embed Code, configured to not show a standard bubble, but be opened via the "zE("messenger", "open");" call. This call, as well as "zE("messenger:on", "unreadMessages",...)" both fail with the error message "Check out the Developer API docs to make sure you're implementing it correctly, https://developer.zendesk.com/embeddables/docs/widget/introduction" taking this and the following documentation into account https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/web/sdk_api_reference/ it is setup like explained.

Hello, I was asked to post here by your CS Team for a workaround on the Offline Messages generating both an internal & a public comment in ZD.  Issue: Whenever an end user leaves an offline message in the chat widget. It generates an internal comment + a public comment in a ZD ticket. Because of this, our update user of new comment trigger is firing, but it only contains their last message. Here's an example:How it appears inside our ZD inbox. Both internal and public comments are generated at the same time This fires the comment update trigger at the same moment, however the end user only receives copy of their message and not our answer which confuses them. This is what the end user receives:Any insights or workaround will be appreciated. 

i didn't find a way to how i can activate live chat widget on our website? can someone recommend me exact solution. we are on $59 package.

Is there any possibility to let the Get in Touch show under specific circumstances? For example, after the customer replied 'Agent, Person, etc.' or after the customer have asked the answer bot two questions and haven't closed the chat yet.

Our Plan is suite growth and I have been trying to get a report on the type of requests we get on WhatsApp.The best way I thought to do this was to create a view and then download it as CSV.However,50% of WhatsApp requests are reopened. One ticket can have a whole thread(re opens) and it may have been created on another month and is still 'open' months later but with different issues. I will not get a clear picture of the kind of requests received for a particular period including reopens because the condition in views only has 'created at'. How else can I go around this? I want to get the kind of requests for  whatsApp tickets created and opened for a particular period.

When an end-user is on our Help Center and submitting a support request via the web form or widget, I'd like the web form to enable end-users to perform specific self-service actions, such as requesting a refund similar to what Doordash built if their order is missing an item. For example: An end-user would like a refund, and they choose the refund option from one of the ticket fields. The web form or widget will make an API call to the customer's account in Stripe and pull their most recent payments. The end-user will select which payment they'd like to refund. An API call is sent to our backend, where we have a set of conditions that a refund will be processed, such as the amount, if a refund has been requested in the past, and specific account usage information (e.g., the last activity date). If the API response is "true," then an API call is sent to Stripe to process the refund. Stripe will send a response with a status of "succeeded." A message is displayed to the end-user that t

Need to type some info to be displayed in tickets for data sync.

I am trying to set up a chat in a bilingual country but the only option is by location. So it is the same location, all comes in in English. Do I need different brands, how do I do that?