Using Zendesk Chat in Support

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22 Comments

  • Tao Stadler
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    Are there plans to display Article Recommendations inside the chat tool, similar to how they appear in the Ticket Submission form? This would be a tremendous help for ticket deflection.

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  • Megan Howell
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    @Jennifer:

    1) Unfortunately, right now there are no apps/integrations inside of Zopim, so we don't have something comparable to Time Tracking for chat. On Zopim Advanced/Premium, there is Zopim Analytics, and that information can give you chat duration. More here. We are also currently rolling out a completely new ticket creation flow in which we create ticket at the start of a chat. This will allow agents to take notes in the ticket or even assign ticket to concerned department / staff. This also allows you to track the chat duration as ticket is created at the start and then gets the chat transcript when chat ends!

    2) I don't believe that feature is planned, but you can certainly make a request in our Product Feedback forum regarding it!

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  • Jennifer Haight
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    A chat question and feedback:

    1) We use the Time Tracking app on our tickets; however, the time we spend in chats is not integrated into our Time Tracking data. This makes it tough for managers to view how much time we spend in chats vs other channels. Is there a way to get Time Tracking data from chats also?

    2) It's tough for our agents to tell when they're online/offline in chat. We also find that we're occasionally (seemingly randomly) dropped from being online on chat. Are there any plans to improve the online status visibility to be more apparent at a glance (like Voice status)?

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  • Jessie Schutz
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    Hi Albert!

    A Support ticket is automatically created for each incoming Chat request as per this section in the article. Let us know if you need anything else!

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  • Kamil Perkowski
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    • When transferring a chat to another agent, is there any possibility to write a comment to his colleague instead of blind transferring?
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  • David
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    Thanks Hervin, but the problem seems to have worked itself out. 

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  • Stephen Fusco
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    Hi Kamil, 

    Great question! Unfortunately, we don't have any kind of internal note system in chat. However, agents can start chats with each other so they can share information before passing on a chat. All the transferring agent has to do is click on the receiving agents name in "Team" along the left hand nav bar to start an internal chat with them. 

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  • Carlos
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    Hello, it would be possible add a topic of the guide in an active chat? I know how to do it when I create a ticket but I don't see the option for an active chat? it is that possible?

    And other question, how do you collect the suggestions from users using an active chat? Can I add an answer directly to the Community?

    Thank you.

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  • Carlos
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    Hello David and Team. Yes, sometimes is happening to me too. Thank you.

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  • Hervin Centeno
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    Hi David,

    Just to make sure that we can address your inquiry and needs here, I will be reaching out via ticket to continue this conversation. You'll be hearing from me shortly!

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  • Ricky Davis
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    Hey, Steven!

    I'm sorry to hear this is happening for some of your agents. I am concerned with what you're experiencing and I'd like to dive in and investigate this with you. I am sending you an email ticket at this time, so we can troubleshoot this together!

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  • Stewart
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    Is there a way to have chat auto sign in when singing into the agent interface? Main issue is after refreshing your browser of the agent interface, the chat will log out. If agent doesnt specifically resign in, chat will be left offline. 

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  • Molly
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    Hey Stewart!

    If you are referring to the chat app within Support, this is intended behavior. The app will close when the browser is refreshed. If you want to stay logged in, we recommend opening up the Chat dashboard via the product tray. This will open up a new tab or window with the Chat UI.



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  • Brett - Community Manager
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    Hi Janelle,

    1. Screensharing is not a native option with Zendesk Chat, however, there may be a 3rd party integration available within our App Marketplace.
    2. You can share the following files in Zendesk Chat:
      PDF (.pdf), PNG (.png), JPEG (.jpeg), GIF (.gif), Text (.txt)
      More information in the following article: Sending files in a chat
    3. As long as the widget is embedded on the page the user is navigating to, the conversation should continue. However, if the user navigates to a separate website that does not contain your chat widget, the session will end. More information here: When do chats time out?
    4. You can copy your Chat code snippet to multiple locations without having two separate Chat accounts :)

    Let me know if you have any other questions!

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  • Nicole - Community Manager
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    Hi Tao - Thanks for your question! It sounds like extending the article recommendations to chat is on the roadmap, though there are no timelines set for when that will be rolling out. So yes, there are plans. But we can't say just when yet. 

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  • Steven Johnson
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    Hi - my team is seeing different things in their Zendesk Support dashboard based on Role, and I'm not sure how to troubleshoot.

    I'm an Admin and can go online/offline with Zendesk Chat from the top-right corner icons (see below screenshot), but others on my team (Advisors, Staff) are not able to, even with Chat enabled. They're able to click the grid with four squares and access Chat from there.

    Is there a setting or something where only Admins can access Chat via that one-click icon? Or how can I enable it for the rest of the team?

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  • Brandon Barron
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    I am setting up live chat for my business and will also need the ability to pull my chat transcipts (in a CSV preferred) 

     

    Is there a certain level needed? Just NEED to talk to a salesperson PLEASE

     

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  • Mary Jean Kieffer Morishita
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    Hi Carlos! I will reach out to you via ticket to dig into your questions! You should get an email from me soon.

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  • Janelle Baliko
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    Hello,

    A couple of questions:

    1. Is screen sharing an option within Chat-Support integration?
    2. Is file sharing an option within Chat-Support integration?

    3. What happens if the end user navigates away from the page the chat is on? Will the chat be lost?

    4. If we want to integrate chat in addition to our current ZD support tickets, and we also want to integrate chat on our corp site to interact with prospects, does this require two different chat products? 

     

    Thank you so much for your help!
    Janelle

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  • David
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    Does anyone here have the issue that the chat does not identify users that are logged into the HelpCenter, and requires the user to enter his email address before it can link the chat to the user?

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  • Albert Aguilar
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    Hi,

     

    If a request is done via chat, can this be automatically created as a Zendesk Ticket?

     

    Thanks,

    Albert

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  • Brett - Community Manager
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    Hi Brandon,

    You should be able to export your Chat transcripts from the History tab as mentioned here: Browsing past chats in History

    I've also attached a screenshot for you below:

    Let us know if you run into any issues locating this option.

    Cheers!

    0

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