Chat/Messaging

The customer contacts us on WhatsApp with one query - we deal with it and close ticket. Same customers contact via WhatsApp again with different query -  but all go under one original ticket.  Then reporting is not accurate? How best to manage these as different queries so we can tag and classify each query.

Hi All, How can I report on the # of messaging “chats” that turn into email?  For example, the support request starts in messaging but turns into email because it is outside business hours, no agents were available, or the customer timed out due to inactivity.  We ultimately want to understand who had a “true” messaging experience vs who had an email experience.  Thank you!

I'm trying to apply “noprint” css class so widget doesn't get printed out… anyone have any idea how we can achieve this? TIA!

Hi,Is Sunshine Conversation needed when using Conversation Extensions in messaging? 

Hi everyone, I would need your help to understand why it is now possible, through the agent workplace in Zendesk, to respond to a WhatsApp tickets even after 24 hours. Let me explain a little better: until last week, when a WhatsApp ticket exceeded 24 hours, Zendesk did not allow the option to write a public comment with WhatsApp within the ticket. Since a couple of days now, we've found out that it has become possible to insert and send message that anyway fails to be delivered because Meta prevents it due to its 24 hours limit rules. We are afraid of possibile issues, not to mention that it is now more difficult to identify the tickets that agents can actively work on. Hope I have been clear enough. Thank you in advance for your support. Stefano

I have a question to our Zendesk Community! So, my team is still considering the transition from Chat to Messaging.The reason for the delay is that Messaging authentication is only possible with JSON web token, which requires us to create a costly new server just to receive authentication requests.This is unlike classic Chat which is already authenticated by the user's Zendesk Help Center login (via SAML SSO in ours). While we can still use the Messaging widget without authentication, one limitation of this is that the widget cannot provide article search results if the Help Center itself requires sign-in (even if the articles themselves are set to “Everyone” viewing permission). My question is, if you are using Messaging within a Help Center that requires sign-in, how did you manage its limitations?Did you purchase a server just for the JWT?Did you forego article recommendations altogether?Did you force your Help Center to become publicly available?Or, did you find a wo

I want to know when will be released a new version of the iOS SDK with Privacy Manifest as required for Apple for 3rd party sdk. Do you have an approx release date?

Hello, Is there any option to reply to Facebook comments without selecting the option to create every single comment as a ticket? Regards,

We're looking to auto-populate a customer's name & email based on their login information within Zendesk Messaging. Zendesk legacy chat has a function where we'd just call from the code, passing it all the login data so that the user doesn't have to manually input this every time they start a chat. We're wondering if there is something equivalent to zE('webWidget', 'identify') and zE('webWidget', 'logout') supported in the new Zendesk Messaging? 

I have a line of business that only handles emails from customers, no chats or calls. We use a Zendesk Bot to try and help them find the answer to their questions, the business believes that about 50% of their contacts could be answered if they read the KB. For the 50% that need to email, I want to be able to do that right in the bot flow. Today, I am linking them off to the web form. Is anyone able to do this natively ? Are you just using messaging with no agents available? To keep reporting consistent, I would prefer they look like web form submissions, but think that would require a different type of “step” we don't have today.  Thoughts?

I want to add a tag if the chat is started from a URL that contains a GUID…I've set it to look for this: https://website.website.com/meeting/^[a-zA-Z0-9]{8}-[a-zA-Z0-9]{4}-[a-zA-Z0-9]{4}-[a-zA-Z0-9]{4}-[a-zA-Z0-9]{12}$ but it isn't adding the tag.  Wondering if the regex isn't correct? I need it to look for 8-4-4-4-12 with letters and numbers. And yes, website.website is correct because I removed the actual website address for privacy. 

When using messaging I want to create a trigger to send an automated response if a messaging customer hasn't received a response within a certain about of seconds/minutes while active on the messaging chat bubble on our website. Does anyone have a workaround for this? We really need more Messaging trigger options. 

Our agents handle multiple channels of incoming ticket, with our primary use being phones and messaging. In order to attend to as many inquiries as possible, agents alternate between messaging and phones, having only one live messaging chat or phone call at any given time. We are looking to avoid wasting time on a messaging ticket where the end user has abandoned, disconnected, or does not reply, but there is no indication to the agent when a guest has disconnected or has gone inactive. Our end users use the messaging widget on our desktop site to reach out to us, and they do not have to log in to our support site to do so.At times, an end user can even abandon a messaging ticket completely (while still appearing as Active to an agent) and begin a new messaging ticket which is routed to a different agent. Is there a way we can implement a manual or automated "End Chat" for messaging, other than simply waiting an arbitrary amount of time with no response and setting an abandon

We are looking to implement Focus Mode. However, we are concerned that agents would leave a chat/message open so that they will only receive chat/messages and avoid phone calls. Has anyone had any experience with this?

we'd like to be  possible to make a checkmark visible to customers when the agents have seen their message.

We've added chat triggers that add tag to ticket based on the browser and platform for the visitor. It's set to run trigger = when a visitor requests a chat, visitor browser contains Chrome, add tag.  When tested early in the day, the tag was added consistently. During the day, with no change in volume of tickets, the tags aren't consistently added initially, some aren't getting added until we end the chat.  Any suggestions? 

We'd like to have possibility  for the client to react on text wrritten by an agent?

In the prior chat platform, there were automatic triggers settings where you could trigger a chat based on a user waiting for an agent to take the chat. Example, - if no chat or reply in X seconds, send a message to tell the user that they will receive a reply soon. How can something like this be set up with the new Message Bot system? We have users who request to speak with an agent but during times of volume spikes to our platform, we may not have an agent ready to take a chat as they are already working on multiple chats. How can we set up a message that automatically replies to the user that an agent will be with them shortly so they do not keep asking if someone is there? This would work like this:user chats in via message system. They ask to speak to a humanMessage bot triggers answer to send them to an agentAll my agents are busy and after X seconds, it triggers a message to the user that we are working on getting an agent to them. 

Hi Zendesk community, We have the following situation: Duplication of questions/issues when a customer is being attended to through a chat. Problem: Our agents get confused and the client does not get the answer to all of their doubts, also we lost track of all the questions. ¿Do you have any suggestion for this kind of process? we thought about creating a side conversation (or regular ticket) for every issue our customer may have, and that way we can track all of the issues, Thank you in advance

I've set up two chatbots, one for current clients/customers with more detailed inquiries relating to their account and what not, and another for prospective clients with more general information / FAQ type answers.  I'm wondering if there's a way to have clients only interact with the client bot, and prospects only interact with the prospect bot?  We also have an app which clients are logged into as well as our marketing website, wondering how I connect the client bot to the app and the prospect bot to the marketing site. 

Hi,I am wondering if anyone here has any experience with WeChat (Tencent) and Zendesk. I want to find a way to bring WeChat group messages into Zendesk. I am familiar with having WeChat as a channel, but this is not what I am after. It requires the requester to open a ticket from the WeChat page/site. I am looking for a way for requesters to use WeChat to "text" us (similar to the WhatsApp use case). Does anyone have any knowledge or experience doing this? It seems to be the main method of communication in China.

For security issues and to provide the ultimate customer experience, we benefit from being able to see who is on our site in real-time. In the new dashboard, I haven't been able to do that. Is there a way to incorporate the visitor list on my Agent Workspace?

Hopeful anyone here may have some valuable input. We have been struggling with Zendesk Widgets since basically day one. About a year ago, we went live with out Zendesk Help Center - of course super excited to offer support via the widget then too. Due to several limitations of the messaging widget then, we went for the widget classic to start with. Right away experienced severe issues with speed performance/load times on all our sites, where we added the widget. Found a workaround in code for that, and ended up being okay with the performance. Now for a few months we have been preparing the switch to messaging. Keen to start taking advantage of the bot/automation potential we see in the messaging widget. Unfortunately, when we switched from widget classic to messaging, again we noticed catastrophical effects on performance of our sites. We tried the same workaround that we had with the classic widget, switched again, and the results were even worse. We just can not risk this type of us

What settings should I use to get feedback from users about whether my bot's answers are good or bad?

There is no user path from chat on the web anymore.  I have to use the app to see this for a user I am helping.  This is one of many backwards features of the new interface that make us less productive.