Chat/Messaging

When loading the script tag async we get the following error: vendors~rollbar.noconflict.umd.min.js:1 Key is missing from snippetsnippet.js?key=xxxx…xxxx:1 Likely the widget can't find the script - probably because the scripts are loaded in different order then they appear in the source code, so the widget code tries to get the key from the wrong script tag. Can we provide the Zendesk key elsewhere? Like in a global variable ? example<script>ZendeskKey="xxxxxxx";</script>   --- #chat#chat-widget#chat-snippet#bug#JavaScript

Hi, I just finished both training guides: "On-Demand: Migrate to Agent Workspace (for agents)" and "On-Demand: The Zendesk Agent Workspace, I" but it is not 100% clear if after migrating to the new Agent Workspace, the previous chat dashboard will be no longer accessible.  Currently, we prefer to handle the chats separately (via https://ourdomain.zendesk.com/chat/), and create a ticket from inside the chat window only when necessary. Also, the chat dashboard has useful features such as banning visitors and watching a preview of the incoming messages, which seems to be impossible in the new interface. Can you please confirm if the dashboard is gone when upgrading to Agent Workspace? Thank you!

Is there a possibility to pin message in Zendesk chat? Purpose is that custom survey link needs to be always visible to user on chat. Something similar like Zendesk default rating form. Another question - can we post in chat some html code with styles? I tried it, and it only renders as text. I know about SDK for inserting components such as buttons is chat, but is it possible without SDK? Last question - is there a way to test secure settings without upgrading plan to professional? Uploading app as private app first (only to test secure settings), before deploying it to marketplace.

How can I remove the contact details (name, email) after ending a chat. I was able to end the chat using  window.zE('webWidget', 'chat:end'); but unable to remove the contact details.

Hey   I know this is possible via API but our Support teams don't have access to do this. Having the option to reorder the list of Help Centre articles by key words would be ideal for us.   As an example we know our most common query to hit the teams is around Withdrawal Timescales, just typing withdrawal comes up with other article such as "How to withdraw", being able to manage these orders would allow us to provide better Self Service options. Thanks

Is there a way to do this in the chat setting or any other zendesk apps: an agent left the chat and the chat automatically ends? For example, when the agent leaves the chat, the customers side will see like this:Jeni P. left the chatChat ended *Rate this chat* button It automatically says "Chat ended" once the agent left the chat. What I want to accomplish is to automatically end the chat once the agent left so it comes separate (I don't know how to detail it). So if a customer have another question, another agent might come and he/she won't get confused with the previous chat the customer chatted in the same day.

Hello, We currently use a feature in chat that sends the end-user a question: / goodbye survey will populate the question "Did we answer all of your questions" into the chat window, with the answers Yes and No that the end-user can click on. However, we are finding them frequently typing in the answer rather than clicking the button. Which, in turn, won't count on our backend statistics. Is there a better approach to this, or a better method to use to record their answers? Or maybe force them to click yes or now somehow?    Thank you!

Hi all I have 2 issues regarding the web widget. 1. I have set up a Ticket-Form with 3 custom fields:1. Produktauswahl2. Runtime - Lizenztyp3. Designer - Lizenztyp This Ticket Form works fine when I open it inside the GUIDE (left side of the screenshot). But when I open the same Ticket Form in the Web Widget I can only see the 3. custom field "Designer - Lizenztyp" (see right side of the screenshot). 1. Produktauswahl and 2.  Runtime - Lizenztyp are missing.     2:  I am using the following code to pre-fill the web widget from the screenshot below.  Pre-filling the subject and the description works fine. But the custom field is not pre-filled. The custom field is a dropdown with two values: value,tag,default Benutzer - Lizenz,benutzer_-_lizenz,false Floating - Lizenz,floating_-_lizenz,false   contactForm: {ticketForms: [{ id: 1900000042633, title: false,fields: [{ id: 'description', prefill: { '*': 'Wir haben Interesse an einer DATAFLOW Run

Hello, Can you tell me what the process is for adding a Zendesk chat icon to my website, as well as any potential cons (if there are any). See you!

Hi, (This issue is related to iOS) The issue I am facing is that when iOS chat with ChatBot after operating hours, Dashboard doesn't send the complete chat like the image below. iOS only send the message I typed first so in the below image case iOS will show this : 13/07/2021, 11:20 pm Visitor: testing I am using this code from the Demo app. https://develop.zendesk.com/hc/en-us/community/posts/1260801137850-Connection-Failed-Error-For-Chat-iOS-SDK-V2    and this function to make sure that agent is online or not: Chat.accountProvider?.getAccount { (result) in             switch result {             case .success(let account):                 switch account.accountStatus {                 case .online:                     // There are agents available           &n

Hello, I want to add Zendesk Live Chat functionality to my web application.We already have Zendesk subscription for support tickets.So what will be the additional cost to have "Live Chat" feature?Note : We are working on US based application.

I'm trying to learn on how "assigned chat" is counted for each agent. I'm mainly concerned if "disconnected by customer" chats are still being counted as "assigned chats" even introduce themselves to the customer.  If "disconnected by customer" chats are being counted as "assigned chats," is there another data point that I can check to see how many "assigned chats" were disconnected within 30 seconds by the customer? 

I have a customer that asked me to embed the web widget contact form on their contact page in place of their existing email form. By using an iframe, offset settings and ze.Activate I have it positioned and opening as desired.  What I need to know is can the minimize icon and back option be disabled or is there an event of some sort I can use to prevent the widget from being minimized when either of the options are selected.  

Hello,In order to decrease the number of "click" for end user to create request, I would like to integrate the ticket webform at the of an article. In summary, replace the sentence "Have more questions? Submit a request" directly by the ticket webform in each article.   Is there a way to do it?  

Hello, I am wondering how do I set up to see the active visitor's location in the following picture?   As of right now, I can only see people who started a chat and I cannot see any active customers even if it shows I have 3 customers.   Please advise, thank you very much. 

I have the Zendesk iframe widget on my WordPress site. I need to somehow capture the user input in the parent window. I know we cannot use querySelector() for this because the form is in an iframe. But, is there a method in the zE library that can deliver this functionality? Ultimately, I would like to console.log the name and email user input on submit. So, I will also need an event listener on the submit button. Ideally I would be able to do something like the following:   zE('webWidget:on', ‘submit’, function() {     console.log(zE.contact_form.input0.value);   });   Is there an alternative solution to capturing the form data in the parent frame? Thanks in advance!

As part of conversation with a user, would like to pop up a custom form (created on Zendesk Support) within the Zendesk Chat widget which the customers can fill.  Looking for something similar to offline form in Zendesk chat, but something which can be sent in other scenarios as well.   Currently we send a link to the custom form but that takes the customer out of the widget which impacts the overall experience.  Would like to keep the customer on Zendesk Chat widget itself and just pop out the form.    

Hi, I'm new to Zendesk. I found it really great in supporting the business. I am utilizing every product it has. But I must say that the mobile apps, not so much. Both Support & Chat apps. So, my situation is like this: My agents are assigned to reply WhatsApp tickets enquiries, but this is only doable in the web version only. The Support apps doesn't even let us see what's the message, and as for Chat app, most of the time we only get white box with no message. Also, we can't reply if the customers left the chat. The point is, is there any less messy way to deal with WhatsApp tickets? An apps to integrate perhaps? Anything that works in my situation.

 Hi Zendesk support team,  My company uses Live chat.  when you click "..." from the bottom of the chatting page, you can see a button it said, "sending the chatting history to e-mail" (can check the red box).   I found out a company does not have a "sending the chatting history to e-mail button". Can I know how to remove the button?         <a company who does not have sending the chatting history to e-mail>   I look forward to your help. Thanks!

I'm trying to get a sense how many people are using a web-widget integration of our Ticket forms rather than going to our instance website and using the forms there. I can't seem to fin a breakdown further than just whether the Ticket channel was "Web" or "email". Is there something I'm not querying?

Hi! I'm having issues with displaying the "Date" custom field in my ticket when it comes to the chat interface.As you can see, there is no "Date" field in my ticket form in the chat, but when it comes to the ticket form in the Help Center, I can see it there.  Is this an error of some sort or are the "Date" fields not available in the chat?

Since I connected Facebook messenger to our Zendesk platform, there are sometimes doubled tickets. For example, I can have a conversation with my user for let's say 5 hours, and then when he replies, it makes an answer in the current ticket, but also creates a new one.  Its really annoying, do you know how to fix it?

Hi, I have already configure mi ZeSetting and when I open my solution I can load teh widget, even I cna send a ticket to Zendesk, however, i would like to understand how it is working. I am using web widget contact form. In this case, when a ticket is send to zendesk by contact form widget, it creates the ticket through email inbox configured or directly in zendesk? I appreciate it for your response Thanks in advance

We use a Zendesk Web Widget on our site and it greatly affects the performance of the page.If you check in PageSpeed Insights with a widget, then for us it turns out a critically small number to load the page on mobile. Without the widget, the figure increases by about 50 points.We want to use the widget and we are all right but we need to do something with the loading speed of the site.Is there anything you can do to slow down the page load speed?Our site: https://masterofcode.com/page Speed: https://developers.google.com/speed/pagespeed/insights/?url=https%3A%2F%2Fmasterofcode.com%2F

We are in the agent workspace and have switched to messenger, however we are having this issue: If a customer had a recent conversation with an agent over messenger, this was resolved and the ticket solved, we are finding if the customer comes back before the ticket is closed this does not add the messenger chat back to the live chat queue but instead opens it again in the agents inbox. We find this will be very impractical if for example the agent is away, it is a weekend, or the agent just does not see the message quickly. In this instance the customer will be on live messenger waiting for a quick response but we may not realise. Is there a way to force any reopened messenger conversation back in to the queue for any agent to pick up if the ticket has previously been solved?