I'm going to suggest a feature that's a little difficult to explain, but it's simple in working. Intercom has this as a default feature so was surprised to discover that it's not available in Zendesk.
Let me explain with a scenario:
Imagine you're opening a banking app that you've just applied for account with. It's an online only bank like Monzo so all checks are done via the app. It seems that the bank is missing some information before they can issue you a card. The next time you open that app, you get a banner saying "Hi, we're missing some docs from you, PLEASE CLICK HERE to upload them and we'll get back in touch with you asap."
You click CLICK HERE.
The app takes you to Support chat option and you're presented with a specific chatbot flow asking you some questions instead of a blank chat.
You answer questions, upload files, this gets as a ticket to support.
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