Using Zendesk Chat in Support Follow



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    Jennifer Haight

    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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    Megan Howell


    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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    Tao Stadler

    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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    Nicole - Community Manager

    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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    Carlos (Edited )

    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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    Mary Jean Kieffer Morishita

    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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