Forums/Documentation/Setting up integrations

LiveChat Integration

Szymon Klimczak / LiveChatInc.com
posted this on May 24, 2010 04:59

Note: The updated version of this article can be found here: Zendesk integration tutorial

 

This guide explains how to connect LiveChat to your Zendesk to efficiently manage the online communication with your customers and website visitors. LiveChat is a powerful tool for instant communication with online customers, proactive engagement of website visitors and real-time monitoring of the website traffic. At this moment LiveChat & Zendesk integration covers forwarding offline messages as tickets directly Zendesk and placing LiveChat button on Zendesk pages using Custom widget mechanism.

Forwarding LiveChat offline messages to Zendesk

This part of the integration allows to automatically forward to Zendesk all after-hours messages left by the website visitors during the time, when there were no live chat operators available. LiveChat forwards the email and creates a ticket with customer contact details and message. From that point communication is handled by Zendesk agents.

To start forwarding offline messages, go to LiveChat Control Panel to Settings > Add-ons & Extras > Zendesk and enter your Zendesk login and your Zendesk email address.

livechat_integration_1.png


After you save changes, a confirmation of successful integration will be displayed. You can customize the after-hours contact form in Settings > Offline messages

livechat_integration_2.png 

 

Placing LiveChat button on Zendesk pages

This part of the integration allows to place LiveChat button on any Zendesk page which supports widgets. Live chat button on Zendesk allows customers to have their questions answered in real-time directly on the website.

1.  To place LiveChat button in Zendesk, you need to go to Settings > Extensions.

menu_settings.png

 

2.  Then select Add widget link.

zendesk_integration_2.png

 

3.  From the list of available widgets select Custom widget.

zendesk_integration_3.png

 

4.  Change Custom widget title to LiveChat. In the Content section, paste the following code:

<div id="livechat" license="xxxxxxx" skill="0">
  <div id="content"></div>
</div>
<script type="text/javascript">Widget.require('http://www.livechatinc.com/files/plugins/zendesk/livechat_widget.js', {type: 'text/javascript'});</script>


Make sure you replaced xxxxxxx with your LiveChat license number. You can always find it in LiveChat Control Panel under Dashboard > License details.  If needed, you can change Skill value (if you don’t know what Skill is, leave it set as “0”).  When the code is ready, set the combo box on Create widget and click Submit.

zendesk_integration_4.png

 

5.  Add LiveChat widget to all pages you want it to be displayed on.

zendesk_integration_5.png

 

6.  LiveChat will be displayed in your Zendesk.

zendesk_integration_6.png

 

If you do not have LiveChat license yet, sign up for 30 days of free trial, a special offer for Zendesk users.

 

Comments

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Szymon Klimczak / LiveChatInc.com
livechatsoftware

OK, it's ready! We just integrated our live chat with Zendesk! All of the messages left by the customers while the operators were offline are forwarded to Zendesk.

Please see the screenshots attached.

 

We are now ready to continue the integration and create the live chat widget allowing real-time conversations between people submitting tickets and support operators, that could be placed in Zendesk's sidebar.

May 25, 2010 06:35
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Shrikant Dongliker

Please do it fast. It will help us to track visitors from zendesk to out live chat.

June 02, 2010 09:46
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Szymon Klimczak / LiveChatInc.com
livechatsoftware

LiveChat offline message forwarding to Zendesk has just been upgraded- no more messages from LiveChat in Zendesk spam!

At this moment ticket creation is done via the API. It requires the user to store Zendesk credentials in LiveChat.

 

BTW: LiveChat widget is on the way- stay tuned!

June 11, 2010 02:21
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Rob Holmes

Nice work - I'm going to create a trial account and have a closer look.

Any plans to add the ability to save a transcript as a comment in a ticket (or attachment to a ticket)? Also - the ability to show an agent the tickets currently open for the customer they are about to chat with would be very smooth.

June 15, 2010 17:48
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Szymon Klimczak / LiveChatInc.com
livechatsoftware

Rob,

thank you for your feedback and ideas. We are still awaiting Zendesk's approval for LiveChat widget, so further integration will need to wait a bit, but I will talk about the features you suggested with LiveChat Product Manager to confirm if it's possible. 

In the meantime, I invite you to give a try to our service. We normally offer 14 days of trial, but I managed to prepare a special offer for Zendesk users - 30 days of free LiveChat service. All you need to do is sign up using this link:

http://LiveChatInc.com/?partner=zendesk

Hope that will be good enough to examine our product and Zendesk integration :) Also, whenever I have more information regarding your ideas, I will update the thread here.

June 17, 2010 03:50
User photo
Szymon Klimczak / LiveChatInc.com
livechatsoftware

Hi everyone,

I am very glad to announce that LiveChat & Zendesk integration has been now marked as official!

You can find it on Zendesk website under Extras & Add-ons tab: http://www.zendesk.com/extras/chat

 

We are now ready to continue the integration with further improvements & features. If you have any additional questions regarding the integration, please let us know here or directly via LiveChat on our website.

July 20, 2010 04:00
User photo
Szymon Klimczak / LiveChatInc.com
livechatsoftware

A few words about Zendesk & LiveChat integration on Zengage blog in the post by Steven Yan: http://www.zendesk.com/blog/livechat-capture-offline-chat-messages-in-zendesk

PS. Apart from the integration mentioned above, LiveChat broadens number of platforms it is available on. Apps for Mac, iPhone and Android are in progress - if you are interested in testing it, don't hesitate to let us know: http://www.livechatinc.com/en/tour/cross-platform/

August 04, 2010 07:18
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Rob Holmes

@Szymon - There are a number of other chat solutions which are easy to integrate via a custom widget (Velaro, BoldChat..). What would make you guys stand out from the pack would be if you could integrate more closely with Zendesk. Crucial is the ability to search within Zendesk and see the latest contact with a customer (whether this was by chat, or in a Zendesk ticket). This could be accomplished by submitting chat transcripts to Zendesk with the customer as the requester.

Just as valuable would be to be able to easily see the latest contact with a customer from within Live Chat when a chat is initiated.

August 05, 2010 12:04
User photo
Szymon Klimczak / LiveChatInc.com
livechatsoftware

Rob,

Thank you for your ideas. Both searching through contacts with the particular customer and automatic submission of chat transcript as Zendesk ticket seem to be very interesting directions of development. I raised your ideas with our IT dept and they received pretty good feedback.

However, they already started other 2 big features (one of them - Intelligent Chat Engagement will be released pretty soon). The IT dept. will be able to work on further and deeper integration with Zendesk once both 2 projects are released (what I suppose will happen by the end of September/ early October).

I will keep you posted!

August 12, 2010 10:26
User photo
Szymon Klimczak / LiveChatInc.com
livechatsoftware

Hi,

Since some of you passed from using LiveChat because only Windows version was available, I am happy to update you all that native LiveChat app for Mac OS X has been released:

http://www.livechatinc.com/en/overview/live-chat-for-mac-os-x/

Feel free to give it a test drive :)

September 03, 2010 04:13
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Carmine Napolitano

@szymon can you clarify whether your integration currently supports saving an online chat session as a ticket in zendesk?  or is it still only the off-line emails that are sent to ZD as tickets?  Really need the on-line chats to be integrated as tickets.

September 08, 2010 00:12
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Szymon Klimczak / LiveChatInc.com
livechatsoftware

@Carmine & @Rob Creating a ticket from the chat session will be released within about 7-10 days.

Also some questions show up as our IT team is preparing the integration:

  • What do you think would be more handy- to have the tickets saved as attachment or in the body of the ticket?
  • We are also thinking if the chat operator who submits the ticket should be able to edit the chat transcript before the ticket is submitted? Another option here would be adding chat transcript as is + adding own comments by the chat operator.

Please let me know your thoughts.

September 17, 2010 07:23
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Carmine Napolitano

This is very good news!  We eliminated you as a viable solution but you are now back in the game (We will make our decision this month).  To answer your questions:

*  Definitely preferable to save the transcript as the body of the ticket.  This way it's searchable and can be replied to, commented on, etc as a regular ZD ticket.

*  I don't think it's a best practice to let the operator change the chat transcript.  Adding comments would be great.

Keep me posted as we're making decisions in real time.

September 17, 2010 09:51
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Rob Holmes

Great news - looking forward to taking a close look at this. I agree with Carmine - including in the body of the ticket is preferable - you might consider making this part of the settings for the integration. If an agent wants to comment on the chat they can add comments to the ticket which are not "public" - changing the chat itself is just bad news.

September 17, 2010 19:31
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judy schmitz

Hi All - I am looking to move from my kayako support desk to zendesk - here's my issue - with kayako - live chat is provided not just to the support desk, but in code that goes on every page of your site. And integrated, is the livechat portion - which provides great visual feedback on visitors. (IP, country, browser, etc) in real time. As well, if you have a client and they use the same email that is on their tickets - the chat and the tickets are linked automatically - so, if you go into a clients ticket - you can click the ticket tab, or the live chat tab, and see them both integrated. Does this happen with this integration for live desk - does the 'widget' only exist IN zendesk (not good for us), or can it be used on the website. Does the chat now integrate via email with the ticket assocated with that email? I'd like to switch, zendesk is so much more cooler visually, and I think easeir and plus they support mac - but livechat integration is critical and I can't mess around with that!

September 24, 2010 10:42
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judy schmitz

Hmm. THis may be a no go - I'm looking at pricing and right now zen+livechat will almost double my costs. Not something I can do right now, but I'll keep an ear open for what zendesk does.

September 24, 2010 10:44
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Asdpo

Where FAQ LiveChat? 

http://twitter.com/ntrt1

October 03, 2010 22:37
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Sara
peachpitlabs

Hi Szymon,

I created a custom widget and embedded the code (and added in my license #), but the widget just looks blank. Do you have any idea why? I just signed up for a free trial of LiveChat today (with plans to upgrade as soon as I can get it approved). Could that be the problem? Maybe the ZenDesk widget is not yet recognizing my license #?

I want to get this up and running so I can show everyone how great it works. Thanks!

October 18, 2010 13:36
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Andrew S

Hello, you mention above that you are also working on integration of the real-time live chat with Zen Desk. We could really use this, can I have an update on progress, or has it been developed already since you posted this in May?

October 20, 2010 09:45
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Szymon Klimczak / LiveChatInc.com
livechatsoftware

@Sara - your issue has been fixed. Zendesk has changed their Widgets API a little bit and we needed to rewrite the plugin. It should work as expected right now.

@Andrew S - do you mean creating tickets from LiveChat app? Our IT guys got stucked on something else in the meantime and this part of the integration got delayed a bit. However it is still very high on our to-do list and will be added soon.

October 20, 2010 09:58
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Andrew S

Hi Szymon,

Yes, we already have the Live Chat integration with Zen Desk for offline messages, but we have a constant need to associate a real-time chat with a Zen Desk ticket. Many of our issues begin as email, and then turn into a chat when the user follows up with us in real-time. If we could either add the chat to the existing ticket and/or choose to open a new ticket based on a new chat, with the chat histories saved in both, this would greatly expand our ability to support customers.

October 20, 2010 12:05
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Szymon Klimczak / LiveChatInc.com
livechatsoftware

@Rob, Carmine, Andrew S

I am happy to confirm that during last update we added the feature you were waiting for - LiveChat operators may now create Zendesk tickets directly from the chat session on behalf of website visitor/customer. Chat transcript and pre-chat/post-chat surveys are being automatically added to the ticket and operator comments can be entered as well.

Please make sure you installed the most recent LiveChat application (http://www.livechatinc.com/en/livechat-for-windows/) to be able to use this integration.

Blog post explaining the integration: http://blog.livechatinc.com/2010/10/livechat-and-zendesk-deeper-int...
Updated integration tutorial: http://www.livechatinc.com/en/addons_and_extras/zendesk/integration...

 

October 27, 2010 14:16
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Rob Holmes

Nice work!

October 27, 2010 14:32
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Andrew S

This is a nice feature, thanks. The next step will be to append a chat to an existing Zendesk ticket, rather than only being able to create a new one. We would use such a feature at least as often as creating new tickets.

October 28, 2010 06:28
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Mark

Good job you have done

November 02, 2010 00:53
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Sara
peachpitlabs

Hi Szymon, can you keep us posted regarding when Mac users will be able to create tickets from LiveChat transcripts? Thanks!

November 02, 2010 08:00
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Carmine Napolitano

LiveChat team this is a great first step.  However, the fact that we can only send the chat transcripts to a single, default ZD email address means we can't use this feature yet.  We have multiple ZD emails (one per skill):  US, Asia, Europe, etc.

November 02, 2010 08:20
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Szymon Klimczak / LiveChatInc.com
livechatsoftware

@Rob, Andrew S, Mark - thank you! :)

@Sara - creating Zendesk ticket from Mac app has been added to the plan of upcoming 1.1 version of LiveChat for Mac. Please follow our blog (http://blog.livechatinc.com) for more details on that.

@Carmine - do you have separate Zendesk installations for each website?

November 04, 2010 09:49
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Carmine Napolitano

@szymon, we have one ZD installation but feed it several email channels.  One channel per geography (ie US, Europe, Asia, etc.).  I think a simple ability to load and store several ZD emails into LiveChat control panel then allow the agent to select the email they want the ticket sent to would do the trick.

November 04, 2010 09:52
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Sara
peachpitlabs

I have LiveChat enabled with ZenDesk so that offline message are turned into ZenDesk tickets. This works great from the LiveChat side, but I am having an issue on the ZenDesk side. Every ticket created this way ends up as a suspended ticket. It's really annoying.

Does anyone here have a suggestion for preventing these tickets from coming in as suspended?

November 05, 2010 08:15
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Carmine Napolitano

@Sara, do you have a "closed" help desk (ie only registered end users get access) or an "open" help desk (any visitor gets access and new inbound emails create an end-user on the fly)?

November 05, 2010 08:50
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Sara
peachpitlabs

Hi Carmine, ours is open.

November 05, 2010 08:54
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Sara
peachpitlabs

Hey everyone, I have an update from ZenDesk. They say this issue is on the LiveChat side. Anyone having this same problem? It seems like the same thing would happen to anyone trying to integrate these two vendors. I'm at a loss, since I can't find any way to customize how offline messages are sent from LiveChat to ZenDesk... and ZenDesk doesn't let you tweak their spam filters. The ZenDesk/LiveChat integration is pretty heavily promoted on both sites, so you'd think there's be a way to make it work. Maybe I just don't have the right info. 

November 08, 2010 12:08
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Carmine Napolitano

Hi Sara,  we have a closed help desk and the integration works.  This means that when someone that we recognized (ie has a ZD user account) sends an offline message from LiveChat to ZD it automatically creates a ticket.  If it comes from an unrecognized user then it traps it as suspended. 

We reported the bug you are experiencing a few weeks ago to LiveChat.  They acknowledged that their email headers were not formed properly.  They fixed it and now it works for us.  We didn't have to do any special configuration to make it work.  One suggestion would be to see if it works for a known user (ie one that has a user account already set up in your ZD).

November 08, 2010 12:34
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Sara
peachpitlabs

Hi Carmine, I don't think it was working for known users, but perhaps that's because the known users I tested weren't verified in our ZenDesk. They were just people who had emailed us before, but who never actually logged into our ZenDesk.

In the meantime, I seem to have found a workaround. I deactivated our ZenDesk integration on the LiveChat side. I then set up LiveChat to send offline messages direct to our support alias (which feeds into ZenDesk). From there, I whitelisted the domain livechatin.com in ZenDesk (that's where the offline messages are sent from), and now LiveChat offline messages are coming in fine. So it's a workaround, but it works!

November 08, 2010 12:40
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Szymon Klimczak / LiveChatInc.com
livechatsoftware

@Sara We have received feedback from a few other customers about similar problems. Usually the messages that get caught into 'Suspended tickets' category are very short emails that look like spam (emails like: 'Hi!', 'How are you?' etc.).

We will be redesigning the way the emails are sent to Zendesk - ETA of this is by the end of 2010.

November 09, 2010 00:25
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Sara
peachpitlabs
<!--EndFragment-->

Thanks. In the email I sent you, I forwarded the reasons ZenDesk gave re: why these tickets are sent to spam. One is that the subject line is somehow missing from the ticket (the subject line wouldn't be filled in by the user, but rather by LiveChat). Another reason was "sender does not match SPF record (fail)." It sounds like LiveChat is trying to generate emails from my work email account, the one I use to log into ZenDesk and/or LiveChat:

n01.sys.zendesk.com] rejected a message that claimed an envelope sender address of <my email address>.

in01.sys.zendesk.com] received a message from server.livechatinc.net (174.123.31.114) that claimed an envelope sender address of <my email address>.

However, the domain pearson.com has declared using SPF that it does not send mail through server.livechatinc.net (174.123.31.114). That is why the message was rejected.

-----

Anyway, I'll follow up with you via email. For now, I do have a workaround that works. It's just not the "official" way.

November 09, 2010 04:35
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Roy Platje

Hi Szymon,

We are facing the same problems at www.boekvandaag.nl. Incomming messages (known and unknown users) are marked as Spam. This raises our average response time at the moment. Please keep me updated on the problem as well.

Best Regards,

Roy PLatje

November 21, 2010 04:46
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Daniel Nilsson
tickster

Sorry for posting the same question again, but I can't seem to find hof or if the "online-integration" works on mac? I would like to be able to create tickets from a chat session. Is that working?

January 11, 2011 03:00
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Daniel Nilsson
tickster

hof = how :-)

January 11, 2011 03:01
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Szymon Klimczak / LiveChatInc.com
livechatsoftware

@Daniel

Mac app update will be released by the end of January. It will also have the online-integrations (i.e. Zendesk, but also CRM apps such as Highrise, SugarCRM, Salesforce and Zoho).

More about the LiveChat-Zendesk integration and LiveChat development plans on our forum: http://support.livechatinc.com/forums

January 11, 2011 03:22
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Daniel Nilsson
tickster

Ok - any chance Tactile CRM also will be included in this version?

January 11, 2011 05:03
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Szymon Klimczak / LiveChatInc.com
livechatsoftware

@Daniel Nilsson

Tactile CRM integration has just been added. More: http://bit.ly/tactileCRM 

New Mac app supporting it is in internal beta stage and should be published by the end of January.

January 24, 2011 02:09
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Daniel Nilsson
tickster

@Szymon Klimczak / LiveChatInc.com

Great news - thanks a lot! Looking forward to the same functionality in the Mac app.

Thanks,

Daniel

January 25, 2011 00:57
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Daniel Nilsson
tickster

@Szymon Klimczak / LiveChatInc.com

I just looked through your release notes and it seems like the functionality for generating ZenDesk tickets from the online chat session was not included? What's the ETA on that? I would say that is important functionality for our support dept, since we often need to discuss problems with our developers before we can close them (i.e. we need to create tickets in ZenDesk and get back to the customer afterwards)

http://support.livechatinc.com/entries/419674-livechat-for-mac-1-1

February 02, 2011 02:55
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Szymon Klimczak / LiveChatInc.com
livechatsoftware

@Daniel

It is listed: http://support.livechatinc.com/entries/419674-livechat-for-mac-1-1 -> New: Integration for Zendesk...

Go to your LiveChat control panel and activate it, then reload the Mac app - you will be able to create tickets from the chat session directly.

February 03, 2011 04:21
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Szymon Klimczak / LiveChatInc.com
livechatsoftware

@Sara, Roy

The LiveChat-Zendesk integration has been rebuilt several weeks ago and now it uses Zendesk and LiveChat API to create the ticket. There should be no more problems with messages being marked as Spam. 

We have several other things coming out soon, so will keep you posted.

March 31, 2011 10:06
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Roy Platje

Hi Szymon,

That is correct, it is all working now.

 

Thanks,

Roy

March 31, 2011 10:13
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Carmine Napolitano

Hi Szymon, is there any traction on supporting multiple destination emails from the integration.  If you recall, our use case is that we have one ZD installation, but we have a separate email channel for each geography (US, France, India, etc).  Right now all the chat transcripts can only be sent to a single default email channel within ZD.  The easiest fix (as I mentioned before) would be to store a drop down list of available email channels and then have the agent select which channel to send it to when they are ready to send the chat transcript to ZD.

April 01, 2011 10:03
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Szymon Klimczak / LiveChatInc.com
livechatsoftware

Carmine,

how does it look on Zendesk side? Could you please point me to the part responsible for setting up different email channels? Thanks. 

April 01, 2011 10:12
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Carmine Napolitano

basically we set up a trigger for each email address that assigns the ticket to a specific geography (which is a group in our ZD).  For example the trigger "Assign email to US" would take an incoming email to support.usa@yourdomain.com and automatically assign it to our US support group with ZD.  We have one of these triggers for each geographies unique support email address.  Hope that helps.

April 01, 2011 10:20
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Szymon Klimczak / LiveChatInc.com
livechatsoftware

Carmine,

the integration has been updated recently and now it allows to select the group you want to assign the ticket to, so this solves your problem.

April 01, 2011 10:40
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Aaron Pewtherer
Zendesk

Custom Widget code should read:

<a href="https://chat2.livechatinc.com/licence/#######/open_chat.cgi?lang=en..." border="0" target="_blank"><img src="http://chat2.livechatinc.com/licence/#######/button.cgi?lang=en&..." border="0" alt=""></a>
*Unknown where to find License number; LiveChat website has been redesigned. 

Or copy+paste from LiveChat website here:
1) Go to https://panel.livechatinc.com/dashboard
2) Click Website Integration (Left-hand side menu bar)
3) Click tab: "click-to-chat" button
4) Click Advanced Options
5) Under Button code type, select "Code without JavaScript – use it on online auctions and e-mail signatures"
6) Copy code from box below; paste into Zendesk widget. 

October 19, 2011 11:02
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Szymon Klimczak / LiveChatInc.com
livechatsoftware

The integration tutorial above is outdated.

The integration has been updated and covers many more things than just adding the chat button described above.

LiveChat - Zendesk integration now covers:

  • creating Zendesk tickets on-the-fly from LiveChat sessions
  • enabling 'one-click' tickets
  • forwarding offline messages from LiveChat to Zendesk
  • tracking Zendesk visitors and adding LiveChat button on support pages
  • displaying pro-active chat invitations (manual or based on Triggers) to customers browsing Zendesk's support pages 

Details:

http://www.livechatinc.com/addons/zendesk/integration-tutorial/

October 19, 2011 11:24
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Jennifer Rowe
Zendesk

Posted for Jose Ramirez

 

Hello everybody,

We stumbled a little trying to setup our facebook-style LiveChat window on our Zendesk, so that's why I wanted to publish this article in case it helps anybody.

If you have a regular window-style (pop-up) this won't work.

  1. Go to Settings>> Extensions >> Widgets
  2. Once in there click on "add a widget" and select the "Global Javascript widget"
  3. Then on your LiveChat control panel go to Install >> Get the code
  4. Your code should look like this:
    <script type="text/javascript">

    var __lc = {};
    __lc.license = XXXXXXX;

    (function() {
    var lc = document.createElement('script'); lc.type = 'text/javascript'; lc.async = true;
    lc.src = ('https:' == document.location.protocol ? 'https://' : 'http://') + 'cdn.livechatinc.com/tracking.js';
    var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(lc, s);
    })();
    </script>

    5. Strip the <script> tags and replace XXXXXXX with your license number so your code look like this:

    var __lc = {};
    __lc.license = XXXXXXX;

    (function() {
    var lc = document.createElement('script'); lc.type = 'text/javascript'; lc.async = true;
    lc.src = ('https:' == document.location.protocol ? 'https://' : 'http://') + 'cdn.livechatinc.com/tracking.js';
    var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(lc, s);
    })();

    6. Paste this code within the widget and voilá! there´s your chat window on your Zendesk Portal.

     

     Hope this helps :-)

    Cheers!

    Jose

December 14, 2012 14:53
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Allen Lai

I only want the chat tab to appear on certain pages in Zendesk, not globally. Is there a way to do this?

January 23, 2013 14:06
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Szymon Klimczak / LiveChatInc.com
livechatsoftware

Hi Allen,

instead of making it a global widget, you'd probably need to make it a custom widget (like in the point 5 of the original instruction on the top of the page) and add it manually to each page you want to have chat displayed on.

 

January 24, 2013 05:54
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Allen Lai

I found this article for hiding the embedded chat tab and worked perfectly.

http://www.livechatinc.com/api/javascript-api/#hide_chat_window

April 02, 2013 16:30
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Allen Lai

A few feature requests:

  1. Ability to create pre-chat surveys by skill. For example, one for the "support" skill and a different one for the "sales" skill.
  2. Easier way to hide the embedded chat window or mention it within the Settings page so customers don't have to search for it.
  3. More intuitive way to leave a chat discussion for agents w/o the use of a keyboard shortcut.
  4. Ability to map pre-chat survey fields to Zendesk fields.
  5. Automatically convert chats to a Zendesk ticket w/o having to click the Zendesk button within the desktop app. Auto archive function partially solves this. However, the requestor is the agent since it sends the email from the agent's email.
April 02, 2013 16:47
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Szymon Klimczak / LiveChatInc.com
livechatsoftware

Allen,

can you jump onto our website and start the chat with us?

Some of the features you requested are already available.

April 03, 2013 04:52
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edward snowden

I also like to introduce you eAssistance Pro live chat software for Zendesk. You just have to follow these steps to integrate live chat software on your Zendesk website :

  1. Login to your eAssistance Pro account
  2. Go to 'My Account' and Click on 'Get Your Chat Button Code' option to copy the code.
  3. Now Login to your Zendesk account and click on 'Widgets'
  4. Click 'Add Widget' link
  5. Go to 'Custom widget' and Add a Title
  6. Paste eAssistance Pro HTML chat code into the content box
  7. Select 'Create widget' from the dropdown menu and click on submit
August 21, 2013 02:45