Chat/Messaging

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

Our standard hold time for chat support is 3 minutes, we want our agents to proactively go back to the client and inform them that their request will take some time to find a solution. To ensure timely communication with clients, we need a feature or condition that triggers an alert or notification to the agents if they haven't responded in the chat for over 3 minutes.

Sharing a workaround that a colleague and I created for our team.  Our team really liked the old dashboard and the ability to pre-read and watch chats without joining. With the limitations in the new dashboard as a result of the new Agent Workspace, and growing concern from our team we created a custom view for active chats that replaced the functionality of the old dashboard for our team. This view also is more accessible than the old dashboard!  Here is a screenshot of the settings.  

Good morning everyone, I'm setting up a report in Explore that counts the tickets create via  via WhatsApp messages, and the responses provided by the agents. The dataset I'm using is Update History. To measure the responses provided by the agents, I'm using the standard metric Agent Comment (default formula: IF ([Comment present] = TRUE AND [Updater role] != "End-user") THEN [Update ID] ENDIF). However, I've noticed that something doesn't add up correctly. Is it possible that whatapp transcriptions are also counted as Agent Comments ? Going into details (ticket audit)  I’ve notice that the single transcprition within our setting is classified as “comment” while author is the system (internal code -1) and visibility is public. That’s why I guess that this kind of comment is counted by the Agent Comment formula Thank you for any advice or help

I want to find out how many messaging tickets was closed without end- user's reply when they transfer to the agents.

Hi We are moving from Chat to Messaging, and lack the opportunity from chat like this:   When customer support is organized into countries and where customers enter, then I find no options to achieve this. It's not skill based, it's not language based, but visitor url based.. Looking forward to a direction on this one

Hello  when i receive message from web widget chat , i do no have any sound.  On agent profil sounds are on and high, i can hear them when ajust them , but never when receive a chat message thank you

We have the Web Widget Classic enabled in our Help Center with Knowledge Base Article Recommendations. We've been asked by Legal to include a disclaimer in the greeting, which contains a hyperlink to the disclaimer text. We can't figure out a way to include this anywhere and we've checked code.  Has anyone had to do this and figured out a way to successfully implement it?

We're using both Android and iOS SDKs, now the issue is, whenever we reopen the chat, the history is still there and there's no way to restart the bot. Even when the tickets have been closed. My users always don't know what to do. Not as same as the web widget, there's no option to switch on the forget the history, what should we do? 

Hi, Can we have offline chat on some pages while online on others on our website. like /candidate pages to have offline while /client to be online mode.Also, can we have alerts only for specific type of chats like chats coming from /xyz only. 

I'd like a setting to prevent the agents from solving the messaging without a last reply to a customer. Can we control that?

This morning we weren’t able to access our Zendesk accounts. We are supporting HeroesThis includes all accounts ( Agents and admins) and, i can’t figure out what is the issue.

Hello team, We are building Zendesk App which will be having language translate chat message functionality. I have a requirement to change/modify incoming/outgoing chat between agent and visitor.  as per below:  Is there any API or way to achieve this?    I have tried 1. https://developer.zendesk.com/api-reference/live-chat/chat-api/chats/#update-chat but it don't allow me to change original message. Reference links for case scenario: https://www.zendesk.com/marketplace/apps/chat/820227/systran-translation-for-chat/ https://www.zendesk.com/marketplace/apps/support/780142/language-io-chat--tickets-translation/

Is anyone else having issues with automatic language translation on Zendesk Chat? It appears that a change to the logic in Zendesk means that translation detection is now only enabled after 3 messages or 200 characters – whichever comes first. As a result, a simple greeting and a one-line question from the customer in another language is no longer recognised, which seems particularly unreasonable. I have actually found an example of a 300-character opening message which also failed to trigger the detection. Are others noticing this too?

We are on Agent Workspace using the older chat widget, not Messaging. All sounds are turned on for all agents but sounds for incoming chats are intermittent for some of our chat agents. Is anyone else experiencing this? Also, there are no sounds for when a customer replies in an active chat but since that is across the board I assume that is a normal feature.

One of ours steps is ask for user's information. I am trying to figure out how to pre fill it. I only find references of it on web classic, but I am not using it. Is there a way to do it?

Hi there, I would like to request  During a chat session, customer A transfers the conversation to customer B. After customer B connects to the CHAT and successfully sends A message, the former customer A fails to leave in time due to various reasons, which still causes waste of human energy in this customer enquiry. It is suggested that customer A can leave automatically in this scenario Can a solution be provided?   This is frustrating the customers. Thank you,

Is there a way to have a message pop up through chat when users log into our product? We want to be able to notify them when a new product feature or enhancement is available and direct them to our knowledge center (guide). Thanks