Chat/Messaging

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

Hi All, Please help me whats included in pre-committed notifications in Sunco  What's the difference between notifications and whats app fees? This is a clarification required for one of my existing customers. Thanks 

How can one configure an action to invoke the Chat Widget when an article is voted as not helpful rather than having the widget displayed all the time when showing the Help Centre?

We are looking at using the feature to bring through articles in the chat widget in order for our customers to self serve. However we would really like there to be an option to just go to the Knowledge Centre as well as search for a particular article. Has anyone found any customisation options that allow this?

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The chat transcripts from Messaging tickets display the timestamp for each message. However, the ticket's metrics are only determined by ticket events, and the entirety of a chat transcript only creates 1 ticket event.How do I determine the length of time that an Agent spent waiting on a customer to respond to each message? Telling me the Time to Full Resolution isn't very useful for volume/staffing questions if I don't know how much idle time each Agent spends waiting on customer responses.Ex: Time to Full Resolution is 20 minutes, so I should expect Agents to solve 3 tickets per hour. The reality, as shown by manually evaluating chat transcripts, is that Agents spend 15 minutes waiting on customer responses during each ticket, and only 5 minutes actually working on a ticket. So an Agent's hourly ticket capacity is actually 12, not 3.How do I work around this deficiency in Explore?

Looking to see if anyone has found a way to increase the vertical spacing of the messaging requester icon. I can see how to adjust the messaging window, but the chat icon is overlaying our website/mobile web footer design. 

Hi,Part of the key performance indicators of our agents is the acceptance rate, which directly impacts their monthly bonus. However, there we are getting a lot of reports that agents keep on getting missed assignments saying that a chat was not assigned to them or sometimes they are saying that the chat was only assigned to them for approximately 5 secs but its just disappeared. Is there a way for me to validate this as chat events won't show that this was assigned to the agent and explore only tells me that it was missed? It's basically their word vs what is in Zendesk but incomplete. 

Hi!Is there a way to calculate time agent spend in chat? We have duration of each chat, but it includes time for user to reply. Also agent can be assigned to several chats at the same time, so just adding total duration is wrong way to calculate this metric.

Hi, We are looking for a way to modify the header names of fields together with the text under "Description" but are unable to find any how these can be modified.

What do we need to get our Zendesk support and chat running on mobile devices? All our agents have installed the app, but we cannot use it because the login doesn't work. 

I need to inquire about a feature I saw on a website using zendesk, there was a field for the visitor to a add hus business name he wants to register and as soon as he adds the name a chat pops up to start engagement with the same business name saying “xyz is a great business name”

Im looking into setting up messaging web widget, does any one know if the web widget is visible to my end users during set up, or do I have to push publish or save to make it visible 

Hi All. I hope someone may be able to shed some light on this. One of our Dashboards shows us the number of agents currently Online and available to take incoming calls. However, the number includes those that are already On Call. This isn't ideal as it leads us to beleive agents are free to take calls when they aren't. Does anyone has any suggestions of ways to make this more accurate?

I've started the test of the new version of Zendesk chat (Zopim) but cannot see any visitor (while in the old version they are tracked regularly).Is it normal or this means that the new version is not working properly?Thaaaanks :-)

How do you set up the Messaging (Web Widget) so that the customers once logged in can see their conversation history?It looks like it just continues in one eternal chat that never closes for the customer, so if they have a new question a day after their previous question, they have to use the same chat to ask that question, instead of open a new one - that's not good at all to monitor productivity, cases per user etc.,Can someone please help :) 

Is it possible to create a placeholder in Zendesk that includes the body of messaging conversations? We have thousands of messaging tickets and collaborate with various departments using Slack by receiving Zendesk tickets through webhooks. However, despite our efforts to include the body of messaging conversations ({{ticket.latest_comment}} was not useful), we are unable to receive them in Slack. As a result, we have to access Zendesk every time to check thousands of tickets, which is very inefficient and can have a negative impact on our business. Can you please provide a solution for this?

Im trying to route chats based on country code ie. GB which would be presented to agents with the skill set GB. However I need to separate out specific requesters by domain to go to a different department. Has anyone successfully done this?   It would be similar with chats from Switzerland. I need to send ie French requests to the French team, German to the German team and Italian to the Italian team. How do the triggers need to look to make this possible?

Our org used live chat for a while and experienced decent success. We then transitioned to a tiered support system where specific routing was needed, therefore messaging became the requirement. Since being in messaging, we've experienced issue after issue relating to dropped chats. Clients speak with our agents and start explaining their needs, then the message will disconnect causing a terrible client experience.  The support we've received has consistently said it must be a browser issue on the clients' end. However, with how frequent this is, paired with them already being in the conversation, there has to be something else. Has anyone else experienced something like this? Has anyone utilized routing with standard chat in any way?

Hi I am having problems with zendesk from the client side. the chat conversation keeps disconnecting. The vendor from whom I am seeking support says "it timed out because of inactivity". What is one supposed to do to maintain "activity" when waiting in a support queue for 2 hours? Is this some zendesk configuration setting that they can change to improve behavior? Guess this is inverse tech support, the customer providing support to the vendor. thanks!

I used the authentication function of chat successfully, but the tickets cannot display the mailbox and name. How can I say that the corresponding attributes are assigned to the corresponding fields?    

I've got the following setup Native/Legacy FB integration set up Wall posts turned on Comments on a Post create new tickets - ON Include hidden posts - ON Include Wall posts authored by the Page - ON Include unpublished posts - ON Include private messages - YES Messaging turned Off (including FB messenger integration) Agent Workspace turned on I have multiple FB pages integrated. Each of these have an Ad with a 'Send Message' button.  The results when customers click the 'Send Message' button is inconsistent. see below Scenario1  Requester: Page name  Subject: [RandomCustomerName] replied to an ad.  Description: Customer's message and 'via Facebook Messenger' underneath the comment Scenario 2 Requester: Customer Name  Subject: Cus