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Feedback - Chat and Messaging (Chat)

Share your feedback, ideas and experiences related to the use of chat and messaging (Chat).

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      [ARCHIVED] Dynamic Content on Triggers
      It would be great if there was a way of integrating Dynamic Content within triggers. An example of where this would work...

      Gepostet 28. Feb. 2020 · Thomas Higgs

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      Dropped chat identification logic
      Hello,   We've noticed that the logic of defining dropped chats isn't completely clear, below are 2 scenarios: 1) End...

      Gepostet 04. Mai 2020 · Wesley Kock

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      Request to Change Dropped Chats Logic
      Beantwortet
      Zendesk is counting ANY chat where the agent doesn't respond to a message from the visitor as "dropped", and advises the...

      Gepostet 03. Dez. 2018 · Lila Kingsley

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      No missed chat ticket for transferred chats
      Hi, we offer service in 5 languages and chats are sometimes assigned to a wrong department. In this case we use transfer...

      Gepostet 05. Juni 2020 · Mateusz Stasinski

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      Link to Guide Article like regular agent view has
      I love being able to search Guide for a term and easily insert a link to articles in a response to a ticket, I wish I co...

      Gepostet 12. Mai 2021 · Lorin Rivers

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      [Messaging] 3d party Bot integrations
      Every customer we speak have plans or already use chatbots built specific for their needs in-house or by numerous bot pr...

      Gepostet 08. Apr. 2021 · Anton M.

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      Suggestions from community posts
      When customers type something in zendesk chat, they can get suggestions from zendesk guide. Please add suggestions from...

      Gepostet 21. Okt. 2020 · Volodymyr Derba

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      Feature Request - Disable receiving chats when on a support phone call
      Beantwortet
      We have our agents doing double duty, answering both chats and phone calls. We would like a way that would make an agent...

      Gepostet 24. Feb. 2021 · Liam Kelly

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      Need to mute Chat alerts while on a Talk call
      Beantwortet
      Our agents use both Chat and Talk. If they are on a Talk call but a Chat comes in, they get the Chat alert sound interru...

      Gepostet 02. Apr. 2018 · Stuart Anderton

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      Answering offline customer
      Beantwortet
      Hi! I'm wondering whether there is any possibility to answer a customer after they've gone offline. It seems like they ...

      Gepostet 06. Dez. 2018 · Jesper

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