Chat/Messaging

Hello!   My company uses the chat option and we love it. One thing we would love to do is to be able to see the name of the customer in incoming chats. Right now all we see is '# new service request'. I'm not seeing a way to do this, does anyone know of a way to change this?   There are times where we'd want to now who is chatting in. For example today one person kept leaving then coming back to chat. They and we would like that customer to get the same support agent they had the previous tickets. It worked out because we could just transfer, but would be a nice option to be able to see who is actually chatting in.   Thanks!

I have Zendesk Guide Enterprise but when I navigate to Chat--> Settings --> Widget, I don't see the option to modify the widget. A few days ago, that option was visible.  I'm trying to integrate Help Center/Guide Articles into my Chat Widget. See attached image for more clarity.  Any assistance would be greatly appreciated. 

I want to create couple of triggers: 1. Send a message to customer, "Are you there?" if they haven't replied for 2 mins. 2. End the chat with a message if there's no reply for 10 mins. Is this possible? How?

I have a chatbot that I'd like to transfer over to the web widget for a live agent. I need to inject the chat history from user and bot into the widget. So could I do this by having my application push chat history to the widget via the api?

Good morning, I am actually developing a CRM. My client asked me to integrate a chat that would allow logged CRM's users to communicate with each other. So, I don't need a ticket assistance chat, but a real-time messaging widget. I need also to integrate this chat widget with my CRM's user actual dB (that's fundamental, I don't want to have CRM users AND Zendesk chat users). Any of your products are suitable for this scope? Thanks in advance

I am wondering if it is a possibility to download chat history onto a file separate from Zendesk?  I've had a look on the chat history but cannot see any function that allows this. 

 As a department(company) I need to be able to cap the total amount of chats that can be in Queue at any given time. Example:   10 chat agents handling 3 chats each = 30 chats currently handled 30 chats in Q, waiting for an available agent if 30 was my department max goal for the Q... I would need the 31st visitor denied access and possibly prompted with a message the reason why and to try again later. Is this possible?

Background: Our company has several products / services (over 10) that we sell our clients. It is impossible for one team member to know all about every product / service and it is not scale-able. To be more scale-able we have 4 different teams. A member from Team 1 does not know the product supported by Team 2 and so on. If a client chats in about a product they need to go to the right team, otherwise they just sit there waiting too long and it hurts our customer satisfaction. We want to get the client to the right team as fast as possible. To add another layer of difficulty, each team has different hours that they offer support - Team 1 may offer 7 am to 7 pm while Team 2 may offer from 8 am to 6 pm, etc.   What we are trying to do: Utilize Departments and their Hours for setting our teams and then route the chat to the appropriate department. Our clients don't always know which product / service they have so it is important for this to be automatically chosen for them based on

Hello, I'm working on theming and adding elements to our Zendesk, but having some issues with a few things, and while there is some extensive documentation, I feel like sometimes the API documentation and tutorials fall a tad short for actual usage. Such as it telling how to use the zE.identify function. In the example used, however this just shows you how to put in static values.I can't for the life of me figure out how to actually populate these values with the actual name and e-mail of the logged in user, even after searching through and reading many of the posts here.I keep seeing "see the API documentation" however it only shows inputing static values and not pulling in variables or anything.I'm hoping someone has figured out how to do this or possibly has an example of how to pull these values!Thank you!    The example in documentation: <script> zE(function() { zE.identify({ name: 'John Citizen', email: 'john@example.com', organization: 'VI

Hello People I configured my chat but when i go to my website, chat is offline... i was looking for themes about that and i didnt found it . Any can help me thanks a lot.