The Zendesk Chat app lets agents who offer customer assistance through both Zendesk Support and Chat to serves chats in a chat window without leaving the Support UI.
This article includes the following topics:
Installing and configuring the Chat app
The Zendesk Chat app is available through the Zendesk Marketplace.
To install the Chat app
- Go to the Zendesk Chat app page in the Zendesk Marketplace.
- Click the Install button at the top of the page.
- Enter your account information and click the Sign in button.
- On the installation page, configure the following:
- Title: Enter a name for the app. The default is Zendesk Chat.
- Sign in on load: Automatically sign agents in to the Chat app when they sign in to Support.
- Enable role restrictions?: Restrict access to the app to agents in specified roles.
- Enable group restrictions?: Restrict access to the app to agents in specified groups.
- Click Install. If you are new to Chat, an introductory walkthrough appears when installation is complete; otherwise, the Chat dashboard opens.
If you need to reconfigure the app settings, or uninstall the app, you an access it from your My Apps management page in Zendesk Support.
Using the Chat app
When the Chat app is installed, you can open a chat window from the top toolbar in your Support agent interface.
If you have no active chats, an empty chat window appears. From the left-side column, you can perform the following tasks. Click the links below for more information:
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Set your chat availability: Use the dropdown menu at the top of the column to update your customer availability.
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Serve an incoming chat: When an incoming chat is waiting, click the button at the bottom of the menu to open the chat in the chat window.
If you have an open chat, or if you click the button to serve a chat request, the chat window opens with controls for you to assist the customer:
From here, you can chat with a customer and perform all visitor-related tasks as if you were in your Chat dashboard. See Serving chats in the Chat dashboard for details.
24 Comments
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)?
@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!
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.
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.
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.
Hi Carlos! I will reach out to you via ticket to dig into your questions! You should get an email from me soon.
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?
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!
Thanks Hervin, but the problem seems to have worked itself out.
Hi,
If a request is done via chat, can this be automatically created as a Zendesk Ticket?
Thanks,
Albert
Hello David and Team. Yes, sometimes is happening to me too. Thank you.
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!
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?
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!
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.
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.
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.
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
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!
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
Hi Janelle,
PDF (.pdf), PNG (.png), JPEG (.jpeg), GIF (.gif), Text (.txt)
More information in the following article: Sending files in a chat
Let me know if you have any other questions!
Hi, can someone from Zendesk help me get a pricing/package for chats and talk support?
ASAP pls, Thanks.
Hey Ivy,
What questions did you have regarding Chat and Talk pricing? Did you have a chance to look at our pricing page which I've linked for you?
Let me know!
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