Chat/Messaging

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?

Hi, My name is Manju, and I am reaching out to the community to help me understand a user case scenario.  We have multiple e-commerce websites depending on the type of customer (wholesale / end-user / marketplace), and we have configured the same chat flow on each of these websites. The same web widget has been activated on all these sites with an intention to resolve the queries via articles and then connect to an agent, depending on the requirement.  But as I am noticing, I do not have any option to filter queries based on the source (please note, our customers may not log in while raising a ticket. Hence, assigning organizations based on email domain is not applicable).  I want to assign the ticket to an agent based on which website the customers have raised the ticket (website A --> assign to Agent 1, website B --> assign to Agent 2). Please let me know if there is a way to achieve this. 

When submitting an inquiry via the chat widget on the Zendesk site the character limit is far too short. Inquiries have to be cut down to just a couple of sentences. But, when submitting the canned response indicates that providing more details is more helpful. How can we provide sufficient details when there is such a low character limit? The ask contradicts what is actually possible.  

I would like to use the Answer Bot, but I cannot configure the messaging settings. How can I configure the settings to use the Answer Bot?

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We see this chat is disconnected error a lot. We then click to reconnect it. Does anyone know what this is about? When I reached out to Zendesk support a while back, I was directed to basic troubleshooting tips that weren't helpful.

I have a survey link.So my question is:Is it possible to send this survey link to the social media platforms by using the ZENDESK triggers?Maybe there is a way because it is a just link, nothing special.Can someone answer my question?

I am using Zopim WordPress Plugin for the live chat feature on our site. The plugin uses WebSocket for the chat feature. The WebSocket is causing an issue in page speed and Core Web Vitals. As per the lighthouse report, "Pages with WebSocket cannot enter back/forward cache."I need a solution to this issue. This issue is affecting my Google Ranking, so this needs to be fixed asap.  

Good morning, I am working with the chat system. I would like to change the text of the the chat button (online und offline status) Online: Offline: Now I would like to change the strings "Chat" and "Hilfe" I found this documantion: https://developer.zendesk.com/embeddables/docs/widget/settings#chatlabel This Code works fine for the online status button: <script type="text/javascript">window.zESettings = {webWidget: {launcher: {chatLabel: {'*': 'My new online button text'}}}};</script> for the online and offline button status text I should use this code: <script type="text/javascript">window.zESettings = {webWidget: {contactOptions: {enabled: true,chatLabelOnline: { '*': 'My new online button text' },chatLabelOffline: { '*': 'My new offline button text' }}}};</script> But this code doesn't change anything. Where is my fault? Thanks a lot :)

Hi, we have Suite Professional plan and we have an active WhatsApp chanel. I note a strange behavior in the Support ticket created from the WhatsApp chanel. This is the case: I'm an administrator agent and i have solved a ticket from WhatsApp chanel so i change the ticket status from open to closed. After a bit the end-user reopen the ticket by messaging into the same WhatsApp chat. So i see the notify: but when i open the ticket i can't see the last message (Text of the message: "Test 12"): I have tried to refresh Chrome also with the ctrl+F5 but i still can't see the last message. I have find this work around to see the message without waiting every time 10-15 minutes: i change the ticket assignee from my agent to my group and apply the update status to the ticket, so finally i can see the last message: Someone can help me to understand why this behavior to see the last message with Whatsapp channel?

Where can I find the question raised by the user of the bot, but didn't create a ticket? So I can improve my flow

Before the bot was searching in out helpcenter for answers, not with the flowbuilder, I am having the idea that I need to give each instruction to the bot, instead that it also searching in the helpcenter. Any idea how I can combine this with the flowbuilder?

Hi, We are using the chat widget on our website. However, the chat session gets cleared every time I refresh the same page or visit another page within the page and when it does, t he users have to restart the chat, which is kind of annoying.Is this some configuration I need to update in Zendesk?   Thank you!  

Hi, we just upgraded our account to Suite and added our FB pages. But now, every time we get a message via social media, Zendesk creates a new ticket with the title 'Conversation with....' and, of course, we get an email notification.  It seems like a view-only ticket with the text 'View only. Only the assigned agent can join a live conversation.'.  I don't understand the purpose of this ticket and how it got generated. Where can I find more info about this? Why does this second ticket get generated, and how do I disable it?     

In this example https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/web/conversation-metadata/#creating-the-itinerary-number-custom-ticket-field one can read "The itinerary number is displayed on the HTML page and will be passed directly to the agent by the Zendesk bot. It will not be displayed in the bot for the end user to confirm." I cannot reproduce this. The text fields are always displayed for the user to confirm. How can I hide the text field in the bot but pass the metadata information to the ticket ?

Our emojis are enabled in the companies chat but not for end users...Is this possible and how do they insert emojis to chat back to us? 

Hi guys, Is it possible or will it be possible in the future to delete attachments in WhatsApp tickets? Are more people encountering the issue that this isn't possible at the moment? How are you guys dealing with this now? Best regards,Mick

Hello everyone! I have a Client that doesn't like the send request confirmation: How can I satisfy him? any solution or workaround? Thank in advance! Maky