Chat/Messaging

A part of this upgrade is to not show users at all in the zendesk chat app? This is awful.  This removes so much functionality on how to approach customers and to see who is online. Why would you ever remove this.  We will need to look elsewhere as this is taking 10 steps back.

Hi, we at JoinForma use Zendesk chat support and we have getting some significant errors on Datadog related to webWidget. Error says:  Method webWidget:get.chat:departments does not exist.From our end we ensured that we are using zE('messenger'...) the new one and not the classic zE('webwidget') one. I am not sure from where this is coming. Please guid me in diagonising this. I am attaching a screenshot of the error as well. Thanks!

I am working on creating a conversation bot that will pull articles from my knowledge base to show people answers to their questions. I am having issues finding a way to show the articles in my knowledge base. Is this a feature I am just overlooking or is it something that is available? In my research, I found that we can add an API to pull from, but I am trying to access the knowledge base articles we have in Zendesk. Thank you in advance for the help!

Hello, I'm looking to protect my customers' privacy by hiding their personal information from my agents. Particularly their 1) Whatsapp numbers from my agents 2) ideally want to also hide other information like names, emails, etc..  Can someone recommends a way or third-party tools that could be helpful? Appreciate your time. Thank you!!

The agent has to set the availability for messaging manually to "online". Is there the possibility to set them on status "online" as a standard? They can set the status to unavailble afterwards. Thanks in advance for your answers. Regards, Stephan

Hello. We want to be able to use live chat for our premium subscribers. The issue I am running to is figuring out how to surface this chat only for people who fall into this group. The other thing that makes this tricky is that we want to be able to still use webform for all other communication. It seems like messaging would be the best option to surface live chat to a user that falls into this category, but it seems like if a person that isn't a premium user doesn't qualify for chat, their request will come in via email and not have the option to use one of our webforms. The goal is to: Surface chat for users who are premium subscribers (currently identified by a tag) Keep non premium subscribers from using live chat Still have webform as an option for all users Thank you!

We linked our app with zendesk and we have forms and chat view within the app, client when he talk to us a ticket are being created, so when Im creating a trigger I don't know what should I select in order to send the message to the same conversation,  the only method that worked is to send via email which is something will not support me here.

I have tickets being created from my social channels. If I close one of those tickets with Customer A in Zendesk will that impact my ability to continue to interact with Customer A on my social channels? The broader picture here is that we have our social channels connected to Zendesk but haven't started managing those customers through Zendesk yet. I would like to close these tickets to keep the system clean, but I just wanted to make sure it won't impact our ability to interact with those customers on our social media sites.

Can we build a report for "Not delivered messages" 

My app is using the web widget via the loading of the ze-snippet script. I am setting a nonce on the script element and I have followed the web widget CSP documentation. However, I am getting a CSP violation due to an iframe attempting to run an inline script. I believe I've narrowed it down to the "asset_composer.js" script that's loaded into an iframe by the snippet. I can see that there's an inline script that does not have a nonce. The only way to remove this violation is to add "unsafe-inline" to my script policy, which is not acceptable. Am I missing something here? I've seen numerous conversations about CSP but none are related to this issue, and it appears there was an effort to improve this in the past couple years but it's still broken. Thanks, Chris

Is there is a way to let customer choose bot language to speak with because it's not functioning the way I want with translating the flow it will make more sense if the requester choose his language and go through this language's flow

I just want to see a real example of an app, that I can download from Google, to know what aesthetic aspect this type of messaging has with Zendesk when it comes to providing support. Do you know any company?

Over the past few months, we have been consistently receiving emails from customers stating that they have submitted requests through messaging but have not received a response from us. Upon checking, we didn't receive their request from messaging. They have provided screenshots showing their previous interactions, clearly indicating that Zendesk did not generate a ticket for those messages. While we receive tickets from messaging on a daily basis, there are occasional instances where a few tickets are not created. The reason behind this remains unclear, despite my attempts to contact Zendesk's online support for the past month. Unfortunately, they have been unable to resolve the issue or find out the reason, and no longer respond to me, which has left us feeling extremely disappointed.

I wonder if There is a way to send voice notes to customers when I am on chatting channel such as WhatsApp or messenger 

Hi, why is it that the Facebook 'get started' messages are being ignored by Zendesk? We get quite a few, but no tickets are being created.Is there are way to create tickets from this so we can respond to guests?

Hello, Is it possible to : - Translate Field Name un end user langage?  - Let the end user put is name into text field directly? It's quite confusing for some of our end user to have two text field.    Thanks

Hello, I would like to inquire about the sound notifications in our website's integrated live chat feature. We have integrated a live chat shortcut from Zendesk to our website, and it has an option to turn on sound notifications. However, when our agents reply to a question, there is no sound notification, only when bots reply. Is this normal? Please fix this issue.

Our team currently uses the “Live Chat” channel, and we want to add a custom Virtual Assistant/Bot via Sunshine Conversations. It looks like if we would like to continue to offer customers the ability to talk to a live agent, we would need to use a new channel called “Web Messenger”. The SunCo Web Messenger seems to be rather backend-heavy, and I’m worried we will be losing a lot of the UI controls (settings and triggers) we currently have in place for Live Chat. In reviewing the documentation available in Zendesk and SunCo, several things regarding whether Web Messenger behaves like Messaging are still very unclear to me. The main things I would like clarification on are as follows: Can we connect and manage Web Messenger via the Chat Workspace, like Messaging and Live Chat? Will we be able to set Web Messenger routing within the UI? Do “Broadcast” notifications work with this channel? Will agents be able to use the conversation statuses of online, away, and invisible? Would the work

I suspect this is likely a false positive (based on this historical post), however, speaking with Zendesk support via their live chat on our merchants account has not lead to any further answers as to if the current flagging of Card Stealer on the web-widget-chat-sdk-a0370fe.js is an issue or not. We have been told to report this with Avast, however, we're not at liberty to say whether the file in question is compromised or not, this is why we've raised it to Zendesk.

Some of our agents forget to hit 'send' when working Whatsapp tickets, which they don't realise until the customer reaches out again saying they haven't received a reply or when the customer has given them a negative CSAT.  Is there a way to reopen the ticket and leave an internal note on the ticket saying 'reply needed' or something along those lines if this happens? I've been thinking of triggers & targets but not sure how to set it up.  We DON'T want this to apply on ALL Whatsapp tickets, as an agent should still be able to solve the ticket without a reply (for example when the conversation has ended and no further replies are needed). 

How can we create email and message both types of chennel in same tickets? Is it possible? If yes, then how?

Hi support,  I am facing an issue with our Zendesk chat script on the site (wecustomboxes.com). The problem arises when the Google Adwords PPC displays different results compared to what is seen on the Zendesk dashboard. Despite our sales team reporting only 4 clicks on the site, Google Adwords indicates 37 clicks as a result of its ad. I would appreciate it if you could guide me on how to resolve this discrepancy.   Thanks

Hi Is there a way I can report on customer interactions with the bot prior to them creating a ticket with the agent. Would love to know if articles that are recommended were helpful or not and what searches my customers are asking for to ensure I have the correct information available to them.  Any suggestions or work arounds would be greatly received.  

I'd like to setup our Zendesk instance so that a person needing support can opt to use Chat or send in a Ticket. Is that possible?

I'd like a segment of our business users to be able to use chat, but want to hide it from others. Is there a way to configure that?