Chat/Messaging

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

I am looking for a way to notify my agents of the 2.5 minute mark of their 3 minute SLA for Chat responses. This could be a message, a sound, anything. Any help is appreciated!

This is my tutorial to create a ban system in Messaging. A caveat here, this won't prevent a person from creating new accounts by entering a different email.  That being said, it does work. The basic idea here is to change the entry on a Custom User Field that is assigned via a ticket tag.  When the banned user sends another entry, the User Field will cause another Trigger to action and put their ticket into a group with no one assigned and immediately close the ticket.  I have made it temporary by tracking the tag on the ticket via an automation, and changing the User Field again 7 days after the ticket closes.  The screenshots and tutorial here are for a temporary ban system.  You can make this permanent by not applying the final automation, or use both by using a second tag. First, we need to create a user field.  I created one with 2 entries in a drop-down box.  Ban is for a user that will be banned, Released is for a user that was released from t

Hello, when the Customer starts a chat conversation and our Team Member responds to this, a new open ticket is created in Agent Workspace. But it needs to be manually closed. I am wondering if there is any solution to automatically close open tickets after the chat conversation is ended.

We are using the messaging Web Widget on our Help Center pages. We want to capture what article / URL the user was on when they opened a ticket from the messaging widget so we can determine which articles require updates. How do we do this?

Hi, I added messaging web widget on the website and this is my requirement. 1. Customer visit on website's product page and need to ask more info about this product.2. There is a button named like "Ask more info" or "Talk to support" on the page and when the customer click this button, the below is what we want:   2.1) The messaging web widget is opened automatically.   2.2) The system copy that product url and send it to the messaging. It's like the first message sent by the customer so that the agent know what product or the url which the customer stay.   2.3) If 2.1 - 2.2 is not possible by messaging feature, is there any solution to inform the agent to know what product page which the customer is viewing. e.g. can it update that created ticket with product url as internal note. Regards, Pakpoom

We want to implement the Web Widget (messaging widget) on our site but wondering if there's any way to pin to a certain version of it rather than having to use the standard code snippet (which doesn't use a particular version). I've seen there's a changelog  but can't see indication of version numbers anywhere. Has anyone tried to find a way? 

Hello,I couldn't find any similar thread, but I can't believe only we are having this problem, so please excuse me if it exists :)For example In Twitter1. I write a message to my customer2. My customer response me3. In Zendesk creates a ticket, but in ticket shows only my customer's messageIn corresponding ticket I want to see all conversation history of my customer.Is anyone else experiencing the same issues? Is there a fix? Thanks in advance !Best Regards,Armen

Is there option to give id or data attribute or specific class name to chat widget so that its style can be changed using javascript?