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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    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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    Hervin Centeno

    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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    Thanks Hervin, but the problem seems to have worked itself out. 

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    Albert Aguilar



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




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

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    Jessie - Community Manager

    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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    Steven Johnson

    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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    Ricky Davis

    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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