Setting up Zendesk Chat in Zendesk Support Follow

This article details how to install and configure Zendesk Chat-Support integration from Zendesk Support. For information about setting up Chat-Support integration from Zendesk Chat, see Setting up Zendesk Support from Zendesk Chat.

Note: If you have third-party cookies disabled, you might need to modify your browser settings to use Chat within Support. For details, see Managing third-party cookies for Chat-Support integration.

This article contains the following sections:

Installing Zendesk Chat in Zendesk Support

In order to set up Zendesk Chat in Zendesk Support, you must have API password access enabled in Zendesk Support (Admin () > Channels > API > Password Access).

To set up Zendesk Chat if you don't have a Chat account

  1. Click Admin () , then select Channels > Chat.
  2. Click Get Started.
  3. Your Zendesk Chat account is created and opens automatically. The Zendesk Support account owner is added as your first Chat user.
  4. In the welcome window that appears, click Next.
  5. Click Integrate via oAuth. A new browser window appears.
  6. Click Explore the Visitor List to open the dashboard.

To set up Zendesk Chat if you already have a Chat account

  1. Click Admin () , then select Apps > Marketplace.
  2. Find the Zendesk Chat app and click Install.
  3. Enter your Zendesk Chat login information and click Link your account.
  4. Click Integrate via oAuth. A new browser window appears.
  5. Click Explore the Visitor List to open the dashboard.

Making an agent available to chat

Note: This section applies only if you set up Chat by creating an account from within Zendesk Support. It does not apply if you set up the integration by linking an existing Chat account.

When you create a Chat account from within Support, you can manage chat permissions from agents' profiles. The number of agents you can give chat permissions to depends on your Chat subscription. You can purchase Chat licenses for all or just some of your Zendesk Support agents. You can also have Chat agents who aren't agents in Zendesk (see To make someone a chat-only agent below).

To turn chat permissions on or off for an agent

  1. Open the user's profile.
  2. Toggle the Zendesk Chat field to On or Off.
    Note: You can only turn chat permissions on for as many agents as your Chat subscription allows. To view details about how many Chat agents you have available, click Admin (), then select Channels > Chat.
  3. To change the agent's alias that appears Chat, edit the Chat Name field.
  4. To change the agent's role in Zendesk Chat, select Agent or Administrator from the Permissions field.

Chat-only agents have full agent access to Chat but only have limited access to Support. They can create and view tickets, but can't edit them or view reports.

To make someone a chat-only agent
  • Open the user's profile.
  • Under Role, select Chat-only Agent.

Navigating Zendesk Chat in Support

After you set up Chat-Support integration, the Chat icon appears in two places:

  • Join, leave, or respond to chat conversations by clicking the Chat top toolbar icon.
  • Access the Chat dashboard, which contains Chat settings and account details, by clicking the Products icon and selecting Chat.

Configuring ticket creation options

Note: If you signed up before February 29, 2016 and haven't upgraded your integration, follow the instructions in Configuring ticket options for v1 integration instead. For more details on upgrading and determining which version you're on, see Zendesk Chat-Support integration v2 FAQs.
You can set up Zendesk Chat to create Support tickets from chat conversations or for messages sent when no agents are online. Enable tickets to be automatically created or let agents click to manually add a ticket to a chat.

Additionally, configure whether chat transcripts appear in the ticket as a public reply or private comment. Private comments are visible only to agents, while public comments are also visible to ticket requesters and any other end-users that are CCed on the ticket. Details about the visitor's location, IP address, and referring URL are also automatically added to tickets, but are always added as private comments.

To configure ticket creation

  1. From the Chat dashboard, select Settings > Account > Zendesk Support tab.
  2. Under Ticket Creation -- Chats, select settings for chat tickets:
    • To automatically create a Support ticket when a chat starts, select Automatic. For agents to manually create tickets, select Manual.
    • Select Public or Private next to Transcript Visibility to determine how the transcript is added to the ticket.
  3. Under Ticket Creation -- Offline Messages, select settings for offline message tickets:
    • To automatically create a Support ticket when you receive an offline message, select Automatic. For agents to manually create tickets, select Manual.
    • Select Public or Private next to Transcript Visibility to determine how the offline message is added to the ticket.
  4. Click Save Changes.

Configuring ticket options for the previous integration version

If you're using the previous version of Zendesk Chat-Support integration, tickets are automatically created when a chat ends instead of when it starts. Transcripts are always added as internal notes. For more details about the differences between the two versions, see Zendesk Chat-Support integration v2 FAQs.

To configure ticket creation (for v1 integration)

  1. From the Chat dashboard, select Settings > Account > Zendesk Support tab.
  2. To enable automatic ticket creation for chats, select Automatically create tickets after chat ends.
  3. To enable automatic ticket creation for offline messages, select Automatically create tickets for offline messages.
  4. Click Save Changes.

Assigning Support tickets based on the agent who handled a chat

Note: This setting only affects tickets created from chats handled in the standalone Zendesk Chat dashboard. This does not affect tickets created using Chat in Zendesk Support, as described above.

You can set up who tickets created from chats are assigned to in an agent's profile. Agents can do this themselves or administrators can set it up in an agent's profile. If you don't enter this setting, tickets aren't automatically assigned to anyone.

To edit who chat tickets are assigned to for yourself

  1. From the dashboard, navigate to Settings > Personal.
  2. Click the Zendesk Support tab.
  3. Enter a Zendesk agent's email in the Zendesk Support Email field.
  4. Click Save Changes.
To edit who chat tickets are assigned to for someone else
  1. From the dashboard, navigate to Settings > Agents.
  2. Click the name of the agent whose profile you want to edit.
  3. Enter a zendesk agent's email in the Zendesk Support Email field.
  4. Click Save Changes.

Making Zendesk Chat available to end-users

You can make the Zendesk Chat widget appear to end-users in a few different ways:
Have more questions? Submit a request

Comments

  • 0

    Hello,

     

    Can you direct me to where I can find information about adding my ZD macros to Zopim chat? 

     

  • 0

    Hi Alexandra!

    I'm afraid there's no way to share or transfer your Zendesk macros over to Zopim. It'll be necessary to recreate them manually in Zopim.

    Please let me know if you have any other questions!

  • 0

    Hi, is it possible to display the Zopim chat only on one specific page of our Help Center? Specifically, the Submit Request page for one of our languages only? Anyone can visit our Help Center and read articles, but they need to login and be recognized as a paid user in order to email us directly--we want to restrict chat to those paid users only, and only for the US (where the bulk of our contacts occur).

    Also, how does this integrate with the standard mobile version of the Help Center (or does it)?

    Thanks!

  • 0

     

    Hi Larisa,
    Yes, it is possible.

    Pseudocode:

    if ( window.location.href.indexOf("mydomain.com/hc/en-us/thepage")!= -1 & HelpCenter.user.role!="anonymous")
    {
    // add here the Zopim script
    }

    Just update this string: mydomain.com/hc/en-us/thepage with the right one.

     

    Add the script here:


    >Also, how does this integrate with the standard mobile version of the Help Center (or does it)?

     

    This specific use case will not work if you have the "Mobile Layout" option enabled. Only if you display the full desktop version on mobile OR if you built your own responsive HC UI for mobiles.

     

    Kind Regards,

     

     

  • 0

    Cool, thank you!  So, if we do have the "Mobile layout" option enabled, will *all* customers see a chat option, or *no* customers will see a chat option?

  • 0

    Hey Larisa,

    No customers will see the chat option. The "Mobile Layout" can't read custom JS code, so my above code (conditions) will be ignored.

    Kind Regards,

  • 0

    Sergiu, I tried your solution above (adding the code to the JS portion of the Help Center) but the chat does not show up on the New Requests page. I tried taking out the user role so it's the equivalent of

    if ( window.location.href.indexOf("mydomain.com/hc/en-us/requests/new")!= -1)

    so that it shows up on the page regardless of signed-in status, and it still doesn't show up. I do have myself logged in as an agent in IE, with chat status Online, and am trying to access the new request page as a customer in Chrome--I can access the page fine, but the chat widget does not appear (and yes I added the widget script from Zopim).

  • 0

    Hey Larisa,

    I will move this into a ticket.

  • 0

    Is there a way to make the Zopim chat button available to my agents and admins as well?

  • 0

    Hey Frank!

    I'm going to see if I can get someone who's knowledgable about Zopim in here to help you; in the mean time, feel free to check out our Zopim Help Center as well!

  • 0

    Hello Frank, do you mean on the Agent Interface?  

    Are you wanting to use this for inter-agent chat?

    Maybe you could explain the intended application in a bit more detail.

     

  • 0

    Sure. 

    My intention was for my tier 1 agents (light agents) to be able to chat with our tier 2 agents (admins) from the chat bubble at the bottom of our support page, since they're in different cities. I believe our Zopim Chat bubble used to be visible for our admins and light agents but we recently rebuilt the site.

  • 0

    Hi Frank!

    If your light-agents are signed in to your Support site under their light-agent profile, they will not have access to the chat functions within Zendesk. They can sign in as end-users and potentially chat with your agents that way. Another option would be to add them as support agents for Zopim, but that would mean increasing your seat-count for chat purposes.

     

  • 0

    Even logged in as a full agent admin I can open a chat with our chat agents... I just go to whatever page has the chat code (in our case we have several sites) and open a chat.  Are you sure that your chat code is working at all?

  • 0

    Yeah, it works fine for end-users and anonymous visitors, but not light agents or admins.

    I remember one of my coworkers had contacted Zopim about this at one point in time, and it was only after that were we able to get live chat working for admins/light agents.  I'm not sure what he did.

  • 0

    Something odd there.  I'm an admin and I can use it fine.  I'd go to the Zopim site and try their chat - their support is generally awesome!

  • 0

    Hi, I just set up zopim through zendesk and used zendesk widget to load zopim, I have trouble making the zopim API to work with zendesk widget. The options from Zendesk Web Widget API are really limited compared to Zopim's Javascript API. I really want to use Zopim's API such as customize the widget position and hide the widget when offline, but if I use the Zendesk widget, I can't seem to be able to use Zopim's Javascript API. I really need to use that API, is there any way to do it such as integrating Zopim directly without going through zendesk widget?

  • 0

    Hey Andrew,

    you have multiple options:

    =1=

    Use the Zopim Widget instead of the Web Widget (but you won't be able to offer the HC search option => deflect tickets)

    The Zopim script:

    <script>

    window.$zopim||(function(d,s){var z=$zopim=function(c){z._.push(c)},$=z.s=

    d.createElement(s),e=d.getElementsByTagName(s)[0];z.set=function(o){z.set.

    _.push(o)};z._=[];z.set._=[];$.async=!0;$.setAttribute('charset','utf-8');

    $.src='//v2.zopim.com/?account_key';z.t=+new Date;$.

    type='text/javascript';e.parentNode.insertBefore($,e)})(document,'script');

    </script>

     

    just replace the account_key with your key:

     

    =2=

    To be able to use Zopim JS API via the Web Widget, you have to declare the zopim function ($zopim(function()) from inside zE(function().

    Example:

    zE(function() {

      $zopim(function() {

      // Zopim API

       }

    }

     

    Also documented here:

    https://support.zendesk.com/hc/en-us/articles/204277806-Multibranding-Zopim

     

    =3=

    We just released in Beta additional Web Widget API endpoints:

    https://support.zendesk.com/hc/en-us/community/posts/218033707-Start-here-Web-Widget-customizations-beta

     

    Hope it helps.

     

     

     

     

  • 0

    Hi, I have two agents at Zopim. How can I integrate both agents in Zendesk? I accidentally integrated Zendeks with a new Chat accouunt, how can I delete it and then re-integrate with my two existing chat accounts?

    Edited by André Gabriel
  • 0

    Hi André,

    create a ticket in support (support@zendesk.com) and they should be able to help you.

    If you are not the owner of the Zendesk instance, add him in CC.

     

     

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