Chat/Messaging

Hi,We are thinking of sending CSAT requests with an external service, because CSAT request for phone is somewhat limited on Zendesk and we need a work around in the interim. I noticed that CSAT links follow this format:https://support.zendesk.com/requests/<ID #1>/satisfaction/new/<ID#2>Based on a link I found in another post: https://support.zendesk.com/requests/6655900/satisfaction/new/YDcPjHPTkJE1F2nO6qGJa8JzG?locale=1What are the two IDs? One looks like the ticket ID, but I have no idea what that second ID is? Is it possible for me to manually generate these URLs?       

Some background about this matter:https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/web/voice-messaging-qs/ Since the Messaging widget's "Answers" (flow bot) cannot direct the user to Embedded Talk, the guide above was created as a workaround, where users can open the Talk widget by manually clicking a button in the website instead.If you want users to call you via Embedded Talk, you make the flow bot explain where to find the "Call us now" button that you created. Now, rather than instruct users to look for the button, I want to make a JavaScript where the Talk widget gets automatically activated if the Messaging widget utters a key phrase (e.g., "You are now being redirected to our Talk widget").According to Zendesk Support, this can be done using MutationObserver:https://developer.mozilla.org/en-US/docs/Web/API/MutationObserver I can't ask Support to give me the exact code to write to make this work for my Help Center since it's out of their scope, but I was h

Third party cookies question relating to the Zendesk web widget (messaging widget).We've reviewed our site (which the widget is present on) in Dev Tools to check for cookies that will be blocked by Google's upcoming deprecation. There is a cookie on the Zendesk domain which is flagged in Dev Tools > Issues as being affected because it has SameSite set to None.The cookie name is cfruid and it seems to be a Cloudflare rate limiting cookie. Does anyone know if Zendesk will be fixing this before the deprecation happens?

Does anyone know if we can push CSAT surveys through chat widgets? Our widget is embedded in our product and we want the ability to send a product CSAT survey to our customers through a proactive message. Thanks 

How do I integrate an existing WhatsApp business account into my Zendesk? I don't see the option to select an existing account. I only receive the option to create a new business profile. 

Hi! I know we can link messaging to a schedule and set chat offline when is outside business hours. Can we hide the bubble chat instead send a offline message?

Hello Zendesk Community, I recently had an excellent customer service experience through a Zendesk chat where the team utilized a verification code system to confirm my identity. I was impressed by the seamless integration and the added layer of security it provided. I am keen on implementing a similar verification code trigger for our own Zendesk support Messaging but I'm hitting a roadblock when it comes to finding the appropriate documentation or guidelines on how to set this up. Has anyone here successfully implemented such a feature, or could you direct me to any resources that might assist in creating a verification code trigger like the one shown in the screenshot I have from my interaction? Any guidance or points towards the right documentation would be greatly appreciated. Thank you in advance for your help!

Hello ZD Community, I've recently added an alert banner to the header of our help centre and wondering if a similar banner can be added to the top of the chat/messenger widget? We'd be looking to add this to the top of every chat/messenger widget across all pages. 

We would like to make the chat widget available during office hours, and hide the widget when it's outside of business hours. We can use either the classic widget or messaging. Is this possible? From what I can tell, it looks like the only option is to have the fallback be a form or the standard 'leave a message'.

Hello,I would like to know if it is possible to create a Zendesk ticket when one of our customers sends our return request form on our site?

Hello,After authenticating the customer with the web widget (bot with JWT connection) on our site, if the customer asks to speak to an agent, this creates the customer account and the ticket on zendesk, but I don't see the email in the customer file. Can we send this info to the customer without going to zendesk?

Hi, looking for some help please We are using messing on Zendesk suite on a professional plan. We are trying to set up the messaging chat widget (we aren’t using the classic chat widget) We use UserPilot for our onboarding. Part of this is a resource centre, in which we can install our live chat/messaging service through a js code. The HTML code provided from the chat installation page in the admin centre is not working. I have spoken with UserPilot, and they have advised we need a simple js code for the chat to be triggered manually. Does anyone know where can I get this or if there is a specific way this should be configured? Thanks in advance! 

Recently the chat in our website started to appear open like this: We would like it to show like this: I have been trying to find in the help where that is configured but I couldn't find anything. How do you make it appear always minimized? Thanks!

Hi all, I would like to inform you that I am using Trial Version of Zendesk Suite professional and in the chat dashboard there is no option for chat history, department and monitor. Does trial version is affecting that or there is another reason? Thanks,

I want to identify the chat users, because the chat is already in a logged area, but I can't at all pass that to the WebWidget.It's possible using the form, but I don't want to have to request this information again, because the user is already logged in.I tried to use zE.identify but got the return 'Method webWidget.identify does not exist.'

Hi, The Zendesk cookies we use are not very consistant, sometimes, for ex- zlcmid cookie sometimes, get created twice. And because of this cookie behaviour we are not able to manage multiple chats in one browser. Can you please help us understand how can we start a new conversation in the new tab,  if the user is not logged and if the user is logged how to mantain the conversation. how we can control it or do it from ourside.

I have a web widget on my website where the chatbot asks some question 1.Name2. EmailThing is I am already getting these values from some other way (a third party API) so I don't want the chatbot to ask these things again to user. Is there a way I could tell the chatbot the values like initialise the web widget with some values and use some setter function to add the values in the ticket to be created?

We have a chat disconnect issue due to agent timeout/connection loss.   When a chat gets disconnected due to an agent issue, can it be reassigned upon 3-4 minutes of agent inactivity?

Hello! I was hoping to see if anyone knew via the reports if Average Chat Duration takes the Customer's chat duration or is this all agent chat duration?  Would anyone know the formula that Zendesk uses to compute for these? 

We've concluded that we're not going to use the messaging widget for our brands. But this box keeps coming back: Does anyone know how I can permanently disable it? It is distracting and honestly infuriating. We evaluated messaging and came to the conclusion that we're not interested.

Good morning everyone, I'm trying to solve an issue related to the analysis of tickets created via WhatsApp using the messaging dataset. Specifically, I need to understand how many messages/comments were provided by Agents to tickets created using WhatsApp. I have two alternatives: using the Update Histories dataset where the "agent comment" metric does not correspond to the actual WhatsApp conversation, or using the Messaging dataset where the "agent messages" metric counts the actual messages exchanged with a customer but also count messages from automated agents we have activated to overcome the 24-hour validity limit of WhatsApp messages. In a few words, I would like to filter out agent comments generated by bots, but it doesn't seem possible to create custom metrics for agent comments using Messages Dataset. Any ideas for a workaround or did you have any similar issues ?  Thanks a lot for your help

as i see that legacy style and want to have it in my site i find out that only 1 style available for the team subscribe witch i cant change nor the text inside or to add bubble above it or even to have a square nice one. is it possible to have this option of style ? because now its look very generic.... thanks

I have already clicked online, but every few minutes, the line will be automatically dropped. Our customer service staff need to click the online button dozens of times a day, which is very cumbersome and time-consuming

Is there a way to have the ‘Button Link’ in a Message Step point to another Answer instead of a URL like it requires now? THE REASON FOR THIS QUESTION I HAVE RUN OUT OF STEPS, reached my 2000 step limit, and I need at least 1000 more in order to finish. Each of my Answers contains 18 steps.  In those 18 steps there are what I call 3 branch points.  A Transfer branch point, a Rephrase branch point, and a Continue branch point.  I can make each of those branch points an Answer in an of itself, which cuts the main Answer to 6 steps.    I have found a way to accomplish this, but it involves the customer typing one of those three words, transfer, rephrase, and/or continue.  This opens up the chance for errors.  That is, the customer misspelling the words.  I would like to take that chance away from them, and just have them select something that would then call up the branch answer.  The only way that I can see to accomplish this is using the Butt

Suppose a user has low vision using the website and increases the page's zoom (400%). In that case, the page needs to be enlarged text and read in a single column without elements overlapping or disrupting any other elements. On the website, the “Help” button is in the bottom right-hand corner of each page and clips content when the zoom of the page is increased. This prevents the user from being able to properly reflow the page without elements overlapping or disrupting any other elements. Is it possible to hide the label or reduce the size of the Help when the user zooms the page? Are there any configuration options? Thanks in advance