Chat/Messaging

I have been wanting to hide the chat/widget from users that are not logged in to the Help Center and have it appear when they are logged in. I understand that the https://developer.zendesk.com/embeddables/docs/widget/api#ze.hide documents on what to use, but I am not familiar enough with javascript to know where to put it. Any pointers?

Hi Zendesk Community, Is there a way to send voice messages with Zendesk and/or Zendesk Messenger (Facebook) integration? Best regards,

Hi. Trying to setup Watsapp Channel. Guide says go to click top right and add a channel. Pick Watsapp. All I see is below no place where I can add the Watsapp Channel.     My interface doesn't look like this at all

Hi, We encounter an issue with our customers losing a place in the Zendesk chat queue on our webpage after switching to another tab or application on a Mobile (for 3-4 minutes in average, both iPhone and Android are affected). Moreover, messages left by a user get deleted from the chat alongside the queue position. As far as I know, this might be related to the pre-configured session times when there's no interaction with the chat widget. If this is the case, we'd like to get this fixed in the way our customers are granted their queue position when they switch back to the website page regardless an interaction with the widget / page with the widget. This functionality is critical for a customer experience, especially when a chat queue is large. Moreover, it also affects our statistics as every time a user ends up losing a chat connection a chat counts as missed. Can you please shed a light on the technical root cause and assist providing possible solutions to resolve the issue?

Hello, Recently I've noticed my teams SLA/FRT miscalculating when they have responded to chats. An example: Customer chats with us and the created ticket remains open. We provide a follow up at the time the chat is closed, therefore our FRT should be minimal. However, once a customer responds, the ticket FRT shows that we have missed our SLA, calculating the time the chat was created to the customers next response, ignoring our responses in the meantime. This is happening any time a customer responds to a chat ticket AFTER the chat has been ended.  This started the last few weeks. Has anyone else seen similar behavior? 

Considering the agent workspace is active Good afternoon, imagine a scenario where I have 3 brands, consequently, 3 widgets different from each other. I have 3 departments responsible, each department to one of the brands, imagine department 1, department 2 and department 3 serving each brand. Also, I want to make the dropdown department list disappear from the pre-chat form, which I do by script. So since the pre-chat form no longer has a department drop-down list, how do I assign the tickets to the exact department, without the customer choosing the department, which of course, there would be no way once I removed it by script.

I want to remove the inscription "Queue position" that is highlighted on the screen.Can I do that?How do I do this? http://i.prntscr.com/ARuNWe9ySUOzb3nydpQr0Q.png 

Hi,  I am trying to identify which chats have been actually replied by our agents and which ones are not. For that I have created a metric that counts all those chats where there were at least one replied from my human agents (excluded chatbot) by using  VALUE(Engagement agent messages)>=1. The problem is that when i want to get all of those where there was not a message the filter dont work well as some engagements might have  messages but some others havent, within the same chat. So if I use  VALUE(Engagement agent messages)<1 will give me all of those where at least 1 engagement got not agent messages, regardless if there was any other engagement with messages.  Any idea about how to count those that havent been properly answered at any point?  Thanks  

We have a team of about 20 agents that are on chat and talk at all times, because of this we have chosen to use the Zendesk Chat over the Messaging product due to the focus mode. Does anyone out there have their agents on phones and chat at all times and use messaging? 

Hi all Hope you are doing good.I just want to know that how can I embed Zendesk with my website named as Process Fusion. Actually, I want to add Zendesk online chat option on my website so that's why I am asking about it. Please do let me know how it is possible? 

Can the "Contact us" button that becomes available after searching an article in the web widget be replaced by a button that says "Help Center" for example and if clicked it redirects the help center website? We're noticing that customers aren't taking the time to look properly at articles so we would like to put in one more step before they can contact us. Basically when they search for something in the widget and article results pop up, the "Contact us button" instead will be a button that redirects to the help center.

We are having reports of users on our site not being able to access live chat functionality. The live chat is triggered when a user clicks the persistent button on screen which overlays the site. We did some trouble shooting questions with a user and they could not see the button on their laptop screen when connected to their home broadband (wired connection) but on their phone using 4G the live chat button was visible  Does anybody have an experience of users reporting similar issues. ? We wondered if this could potentially be down to some sort of firewall or perhaps pop up blocker software?    thanks pete 

May I know why email ticket rule is not applicable to Social Media Messaging? This is inconvenient for us. I just want to reply to the ticket under that particular group, and no need to assign it first to my name. Email tickets can be assigned to a group, and all agents within the group can reply. Email tickets that are under a Group and all members in the group can reply at the same time.I want Facebook messages to be same rule. Could you help us?

I have a problem with a bot bot in Hebrew. The bot changes language in the middle of the correspondence

Hi there, I want to set up Whatsapp as a new channel for our customers, so that they can contact us via number/widget and the support staff answers the requests as support tickets. I did quite some research already, but struggle to find the right information. Currently I have the following questions: I have not set up a WhatsApp business account yet, how do I so that? Is there a difference in the account set up for the usage of the API or the "regular" WhatsApp business account? As far as I understood, after the account setup the next steps would be: - Add the WhatsApp business account to the Facebook Business Manager account - Connect the WhatsApp business account in the ZD Admin center Am I missing something? Maybe someone has some tips? Thank you, your help would be really appreciated! Stephanie

Hello! I was viewing topics or posts regarding Chat Concurrency and it seems like the posts say the same. Do we know how we can generate Concurrency reports over Zendesk and if there was a formula on how it's being computed? 

Currently the accordions I setup in articles do not display in the web widget. They do on the actual help center website but when you open the article in the widget the style is gone.

I have come up with an issue and it is mostly the pro active greetings we sent to increase chat engagement is there a way these triggers can work properly, they like work sometimes and sometimes don't. When we test it in our environment or site it doesn't fireR   Any suggestions why this happens

Hi Zendesk community, Now in the Widget appears the form name (as you can see below "Formulaire de ticket par défaut" for example). I think it wasn't the case before, is it possible to get the code that we can add to hide the ticket form name to the users (or any solution)?   Best regards  

How to remove agent last names int he chat summary that is emailed out to the user when a chat is completed 

I need the ability for customers not just to search in the Zendesk help widget but access our full Help Center directly through a button that takes them to the help center URL.  Does anyone know how to do this?     

Hei, I tried to create a basic trigger but I feel I am missing something and I could not solve it by reading the other questions in the community... at least, I could not get to a solution. My talknumber is also the number for reciving WA messages in ZD - strictly Customer Service Of course, there is the 24h issue and I tried to avoid it by implementing a quick trigger:   When the above contion is met, I expect  ZD to automatically send a message reply:   However, the trigger does not work.   Is it due to WA and I must wait an improvement or am I failing something?Thanks for the support and sorry if the question is a duplciate.Cheers,Nico

When the Agent Workspace is activated WhatsApp has to be connected via Messaging channels, as it has to be when Agent Workspace is enabled Messaging tickets i.e WhatsApp is presented to agents via the "Conversations" button in the top right-hand corner of the Agent Workspace, in the same way, Chats are However, when you wish to continue to use Chat you do not have the ability in the Chat dashboard to create triggers to control the routing of the Messaging tickets i.e WhatsApp to a specific group Messaging triggers are only made available when you aren't using Chat and have moved over to Messaging Not everyone wishes to move over to Messaging This is restricting users from controlling how their Messaging tickets i.e WhatsApp are routed Can you please enable the ability to be able to control the routing of Messaging tickets i.e WhatsApp in the chat dashboard, when continuing to use Chat in the Agent Work Space?

For messaging tickets, we must click “take it” and then submit the ticket as open, and then find it again in the view to answer it. Super cumbersome. We have been advised that this is just the “inborn rule” and the way it is. Has anyone found a workaround that lets any agent begin working on a ticket without "taking it" and then closing and re-opening the ticket?

We recently upgraded to have messaging. When we get a new in-cue message, its hard to know immediately to respond, because there is no noise. Is there a notification noise we can turn on for this?