Chat/Messaging

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?

Hi there, we are using the contact form through the web widget on our contact page. That means users need to first open the widget in order to see the button which opens the contact form.  We would like to embed our contact form directly on the contact page. Meaning, the user opens our contact page and sees the contact form already open, ready to receive input. For now, we only need this in German, but there might be the need to also create forms for different languages on our other dedicated language URL's. Since we are currently using SLA's within our contact form, the use of SLA's through the new contact form needs to be ensured as well. Is there a way to do that? Any help is appreciated.

We have a multi-brand setup with a separate KB and web widget for each brand. Each web widget is installed using the unique ID but when you click "Get in touch" then "Leave a message" in a small subset of our brands there is a choice presented at this step asking the user to choose between two of the brands. All of the rest of the brand widgets go directly to the form for that brand as expected. Only these two brands show up, no others and it only happens in half of the widgets.   Where do the settings for this reside?

How can I pipe the Facebook messages from the company page into Zendesk as a support ticket?

Hi. I used zendesk widget chat some years ago. I remember that I was able to trigger chat specifically to one determinate user, just clicking on his "circle". Now, I came back to zendesk but I dont see circles and no elements on table list if the visitor has not started chat. Can I still start chat with one specific before they do? Thank you.

I have some doubts regarding Line OA integration on Zendesk. When a customer contacts our agent via Line OA, it appears that we received 2 tickets  (instead of 1) in Zendesk view sessions. Could you please let me know on how to solve this issue?

Hi,I added to the Ticket Fields 2 new fields with permission of end-user visible. I also see them in the Ticket Forms screen.I see the new fields in the screen of ...zendesk.com/agent/tickets/new/1 , but not in my standalone website.In my standalone website, I add the script of Zendsk to get the help button. also, I added in the script: window.zESettings = { webWidget: { contactForm: { fields: [ { id: 'name', prefill: { '*': 'name test' } }, { id: 'email', prefill: { '*': 'test@test.com' } }, { id: 360021007958, prefill: { '*': 'new field 1' } }, { id: 360021007978, prefill: { '*': 'new field 2' } } ] } }}; The prefill works for the name and email fields, but I don't see the new 2 fields at all. the form has only the default fields.

Hi All, Can anyone suggest how we can add additional button on the web widget. We need this button to have a hyperlink to the HelpCenter knowledge Base. Thanks,  

I want to use part of the widget features, that it will provide suggestions when customer put a question. If the customer wants to contact us, I need it to skip to a new page. I built the new page myself but I am not professional at it and could not understand how to work with the zendesk API according to the docs.  Thanks.

We are looking for the option to initiate a chat with an internal team (for example Tier 2/ 2nd level support).  We want this option to not be a 1:1 relationship but actually work as a chat queue where the chat will get answered by next available agent.  Does this type of functionality exist today?  As an FYI we are on Agent Workspace.    

Hello,  i read this post : https://support.zendesk.com/hc/de/articles/203663706-Beschr%C3%A4nken-des-Zugriffs-auf-Zendesk-Support-und-Ihr-Help-Center-nach-IP-Bereich#:~:text=Klicken%20Sie%20in%20der%20linken,ein%2C%20die%20Sie%20beschr%C3%A4nken%20m%C3%B6chten.   And i need the opposite: I want that the chat is not visible when someone comes from ONE IP address. So I want to exclude that employees from our house can use the chat.   How i can achive this? 

1) In web widget authenticantion, can I add more info than name and email in payload?Reference: https://support.zendesk.com/hc/en-us/articles/360022185594 Ex.: payload = { :name => "#{customerName}", :email => "#{customerEmail}", :ADDITIONAL_DATA => #{OTHER_DATA_HERE}, :iat => timestamp, :external_id => "#{externalId}" }    

Hello,  Is anyone have an idea how to have an answer bot but on Zendesk chat, I have tried to integrate it but did not find any way to link Guide with the Zendesk chat. Can anyone help please ?  Thanks ! 

Currently we are trying to disable the widget on our website until we work on some of the chat widget properties and configurations. I have run into a blocker when trying to remove the Support Form/Chat Widget from our support page: From the research I have done, I should be able to disable/enable the embeded web SDK on the Help Page by accessing Channel settings from the Admin Console, but I do not currently have that option from my side menu: When I attempt to use the alternative method of access the zendesk widget channel to configure the settings, I get a forbidden page: Any further recommendations?

Hi,  I am trying to implement a functionality on desktop site where if the chat popup hidden and a new message arrives, the user should be able to see number of unread chats on the chat label. I was not able to find any function in documentation which could return such data. Can someone please assist?

Hi, I am new to Zendesk and I am trying to set up Twitter.   Now I get Twitter tweeds to my email address. I do not get them automatically into Zendesk. How do I change that? Thanks

This is a continuing discussion about the article Hiding the Chat widget on mobile devices in the developer documentation.

Hello          Can we show complete FAQ (knowledgebase) in zendesk chat?  Currently FAQ appear when i type in search but i need complete FAQ to show even without typing? How this can be done?

I want to auto-populate the name and email field in Help Center Chat Pre Form or Offline Form whenever somebody is coming from my website to the help center -> subdomain.zendesk.com/hc/en-us?name=test-chat&email=testchat@zd.com Is it possible to capture these details and auto-populate it in chat box?

To attach file to chat we have method - chatProvider().sendFile(File file, FileUploadListener fileUploadListener); The problem is that starting from android 11 we cannot get real file path and create a File class instance. We have an Uri for the file and can open InputStream to get data, but cannot get a File for it. We can create a new file in app specific folder and copy data into it, but it's a bit silly. Is there any workaround or working approach for it? How can I attach file from non app-specific folder to chat(i.e. download folder). Maybe it's worth to consider adding chatProvider().sendFile(fileName:String, fileData:byte[], FileUploadListener fileUploadListener);

Is there a way to make sure the widget stays collapsed/minimized regardless if there is an agent online or not?We already have many widgets on the site such as accessibility and wishlists being in a fixed position and we need the chat/help to be as discrete as possible.

On our site we have an idea to put a chat widget in place of the form. We want the widget not to be tied to the bottom right corner, but to be located in the block where the form is now.I give an example of a page  https://masterofcode.com/webinars/ai-radar-for-e-commerce-businesses Now the widget is fixed at the bottom of the page but we want it to be in the block where the form is and was pasted as now the form and moved when scrolling. Is it possible to do that?

I have noticed on the various Zendesk support sites that when you open the web widget you immediately get a couple messages from the Answer Bot. We don't have the answer bot but I am trying to recreate that initial experience. I know you can use triggers to send proactive messages but the triggering events are quite limited. Specifically I've tried the "When a visitor loads the chat widget" event but this isn't really the same experience since it will send the message before the widget is opened/expanded by the visitor. We don't want to use the pre-chat form either so options are limited even further Does anyone know of a better way to recreate that user experience?

Hi All, GOAL: I was trying to push specific Messaging chats to our Sales group based on the options selected by our customers. Our "I want to make a purchase > Talk to human". flow should route directly to our "Sales/Product" team.  ISSUE: Without a support trigger to do this, your customer will essentially be presented to ANYONE who is online - Defeating the purpose of skill based groups (for those who operate in this way). So for Messaging it is crucial for us to be able to route the specific issue a customer has raised to the specific group set up in Zendesk to tackle this particular query. SOLUTION: I created a support trigger that uses the specific ticket field we created to obtain certain info for our Sales team from our customer. This is essentially how I defined which group should be presented with this chat. Looks something like this...Ensuring that the specific ticket field is present - you can leverage off this to then set your trigger actions accordin

This siren has shaved years off my life as I nearly have a heart attack every time it goes off. It's part of our agent onboarding to change the sound or remove it. And I can confirm the the sound itself is set to none. I've tried different sounds too but when I launch chat for the first time (and as the admin, I don't take chats, so I'm always set to invisible) I get about a half second of the alarm sound before it cuts off.    Why?