Chat/Messaging

We resolved one mystery where one of our agents, Gena could not see messaging tickets, reply to messaging tickets (even through take it) and was told that she didn't have access to chat. We added her as a seat on our chat account and now she can see and reply to messaging tickets. We thought we removed chat in order to be able to have messaging. What’s going on and why do we have chat as part of messaging? What implications do the Chat module now have to us? Anyone experiencing something similar?

The Web Widget in my site does not show up in Crhome. It does in Firefox though. Apparently it is due to a origin header missing. The error message in the console is: Access to XMLHttpRequest at 'https://ekr.zdassets.com/compose/********' from origin 'https://*****.com' has been blocked by CORS policy: Response to preflight request doesn't pass access control check: No 'Access-Control-Allow-Origin' header is present on the requested resource. Do you know how to fix this issue?  

Hello Team, As per our requirement we need to send some User details in tags. So we are leveraging addTags API like $zopim.livechat.addTags("TestData1", "TestData2"), along with $zopim.livechat.setName and $zopim.livechat.setEmail.    Both setName and setEmail are working fine in both modes but addTags only works when our support representative is available i.e. in Online mode.  This works fine in Online mode but in offline mode tag details not populating. Our support representative can only see web_widget in tags textbox/input field.  Is there any setting we are missing in our account? Or Is there different approach/way to send tag details for offline mode? Any help would be appreciated.  Thank you.  Regards, Shardul Arun Pathak

I'd like to setup zendesk analytics and live chat feature on my blog, is this possible to get on a blog? And what are the fees for this feature on a blog?

Hello, everyone! In Messaging, some of our website's agents have challenges with timeliness.Even after more than 10 minutes have elapsed, the time for all replies is always "less than a minute ago."Is there a method to resolve this problem?Thanks

We made the switch to Zendesk messenger and would like to run weekly reports on productivity, however, I don't see the option to do this within the reporting/explore section of the account. Any ideas on how to run reports on this data would be much appricated. Thanks

I want to set the end-user name as per my website logged-in user name. I have set the end user name through the zE('webWidget', 'prefill', {name: {value: 'isamu',readOnly: true // optional} }); This code set the name only in the conversation but not set as a conversation header title. And this should be changed through the code or dynamically not manually.

Hi there, We are encountering some inconsistencies when testing with our Help Center Web Widget and Talk Digital Line set up. As mentioned, we have a Talk Digital Line set up, Talk enabled in our Help Center, and a Web Widget with settings that allow for customers to call us using Talk. In addition, we have a custom button in our Help Center that will open the web widget with only the Talk option available. We are not using the contact options setting for the web widget, because it does not have the behavior we desire. We found that when all Talk agents are offline and the button is clicked to open the widget, the widget does one of two things: 1. It does not open at all. 2. It opens and informs the user that there are no agents available to take their call. The MAJORITY of the time, the web widget just does not open at all. In a couple of our test cases, without changing any of our code, the web widget did the second scenario where it opened and informed the end user there were no age

Hi, all! Some of our agents experience some issues with timing in Messaging.  The time for all answers always shows as "Less than a minute ago", even though more than 10min has passed. Is there any way to fix this issue? Cheers!

Dear community, I working with a new Zendesk plateforme installed from scratch. My software subscription allows to use ticket forms and I set many ticket forms, my ticket forms are working well with the help center contact page. My issue is around the web widget (classic). In the configuration I can't activate ticket forms and regarding this my end-users can not use ticket forms, this is really painful. I don't understand where the issue is, do you have a clue? Thank you for you help !  

Hi there, looking for an chat expert to help me to setup my chat. I need Zendesk chat widget setup three ways. 1. From 5pm to 10pm, just a dumb live chat widget. Automatically pops up when a visitor goes on the site. Proactively. Doesn't ask for name or email. 2. From 10pm to 7am. A message popup, please leave name, phone, email, and a short message 3. From 7am to 5pm. No chat widget at all. Completely hides itself. Thanks in advance

I can't access it most of the time. It takes a long time to load and freezes all the time. Account information redacted by the Zendesk Community Team. Also, I didn't find an option to delete the Shortcuts. I found nothing about this in existing articles search. Does anybody know the solution for this issue?

Hi all, I've pasted the following code snippet into the header at my site at https://mktuat.magnum4d.my/     <script id="ze-snippet" async src="https://static.zdassets.com/ekr/snippet.js?key=2b53876c-3831-464c-85c6-d6e49adeb98e"></script>     However, the widget does not appear. What could be wrong? Thank you.

Hello Community,I would like to add a checkbox to my pre chat form The checkbox exists as a ticket field How can I add this to the Pre Chat Form in the Classic Widget?Can I do this via script? Has anyone implemented this? It's about an opt-in because of privacy. Greetings Björn

We've been having issues with integrating the Zendesk chat widget (classic) into our website. Our website is built in React, uses Server Side Rendering, and injects the widget via GTM. We're seeing odd/broken behaviour when integrating the widget, such as triggers not firing unless the user reloads the page   To rule out our React application or GTM integrations interfering with the chat widget, we created a simple React application that places the chat widget script in the <head> of the site. <script id="ze-snippet" src="https://static.zdassets.com/ekr/snippet.js?key=1bf95eb2-d4f4-460f-a8ee-9f3138524c28" ></script> We then setup two basic triggers, but neither of these fired - we're actually using the trigger configuration one of your support agents suggested, to ensure that wasn't the issue. You can see these widget settings in the attached screenshots.This means that we have ruled out our React application or GTM integration from bein

We have recently launched a new product and one of the troubleshooting steps we have is for our customers to obtain a .har (HTTP Archive) file.  In order to upload the file to chat, they have to change the filename and append a .txt to the end and then upload it, and then our technician has to download and rename it back.  This can add an additional ten minutes or more to a given chat interaction.  Allowing the .har file upload would be beneficial in improving the customer experience by not requiring extra steps for the file to be provided.

I'm having trouble using the modern Web Widget in my external websites. Whenever I embed them into my sites, the widget itself loads but it consistently displays this "Couldn't load messages" error that doesn't go away no matter how many times I hit retry. I have followed the Troubleshooting the Web Widget steps to the letter, and I'm still getting the error (the widget is working perfectly in my Help Center).

The email reply from a chat transcript has a Zopim logo (in some email clients) and say "Zopim Noreply". This looks odd to and end user that doesn't know what Zopim is and they will not recognize the logo. This might seem like the email is coming from "someplace else" (not Zendesk).    

Hi everybody. I want to change the text color and background in the widget.I have studied the documentation and API. There are some properties there, but there are no properties specifically for a text message. Please help to solve this problem

I would like to know if we could use the zendesk agent features in our helpdesk app as we would like to create a custom app for the helpdesk agent. That is, can we receive calls, make calls, reply for chat, view tickets, etc from our application.Is some kind of widget or sdk available for the agents to use for this case?

Hello! Can you please tell me how to correctly set the SLA for tickets that were created from chats?If I do not specify Agent work time, then the SLA does not count at all for such cases. And if I specify 1 hour by analogy with First reply time and Next reply time, then ordinary tickets are considered incorrect. I need to make all responses (first and subsequent) one hour for the agent. And so that the ticket created from the chat is also given one hour.How can I do that?

The agents can´t write in a whatsapp ticket.  They are in workspace agent mode.  

Hello Zendesk Team, I'm facing an issue with the contact form, I'm using web widget classic & can't view or open the contact form, there is no option for the contact form in https://{subdomain}.zendesk.com/agent/admin/widget.I also checked in https://{subdomain}.zendesk.com/chat/agent#widget/forms but no luck - I can't see the option for contact form I also tried by suppressing other forms and enabling contact form - but still can't view the contact form. I'm using the professional plan of zendesk. before I viewed the contact form but suddenly it disappeared - I can see the offline form when the agent is offline - can anyone please help here in enabling the contact form - thank you in advance!

I try to configure autentication in widget:   var payload = new Dictionary<string, object>{{ "name", PortalSettings.UserInfo.DisplayName },{ "email", PortalSettings.UserInfo.Email },{ "iat", DateTime.Now.ToString("yyyy-MM-dd HH:ss") },{ "jti", PortalSettings.UserInfo.UserID } };

Can we use a markup language, rich text, or anything similar for messages in live chat? For example, we want to provide a response that includes bullet points.