Setting up Zendesk Chat in Zendesk Support Follow

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20 comments

  • Avatar
    Charlie

    Hello,

     

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

     

  • Avatar
    Jessie Schutz

    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!

  • Avatar
    Larisa Moore

    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!

  • Avatar
    Sergiu Birca

     

    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,

     

     

  • Avatar
    Larisa Moore

    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?

  • Avatar
    Sergiu Birca

    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,

  • Avatar
    Larisa Moore

    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).

  • Avatar
    Sergiu Birca

    Hey Larisa,

    I will move this into a ticket.

  • Avatar
    Frank Scarfone

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

  • Avatar
    Jessie Schutz

    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!

  • Avatar
    Andrew J

    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.

     

  • Avatar
    Frank Scarfone

    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.

  • Avatar
    Dennis Lynn

    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.

     

  • Avatar
    Andrew J

    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?

  • Avatar
    Frank Scarfone

    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.

  • Avatar
    Andrew J

    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!

  • Avatar
    andrewjaanuu

    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?

  • Avatar
    Sergiu Birca

    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.

     

     

     

     

  • Avatar
    André Gabriel (Edited )

    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?

  • Avatar
    Sergiu Birca

    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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