This article details how to use Chat features that are specific to Zendesk Support-Chat integration. For general information about chatting, see Using Zendesk Chat.
Before you can use Zendesk Chat, an administrator must install and set it up in your account. For details, see Setting Up Zendesk Chat.
Note: If you have third-party cookies disabled, you might need to modify your browser settings to use Chat within Support. For details, see Managing third-party cookies for Chat-Support integration.
This article contains the following sections:
You can also watch this video below for an introduction to using Zendesk Chat in Support:
What's Good: Support and Chat (1:40)
Navigating Chat-Support integration
After you've set up Zendesk Chat, the chat icon appears in two places.
- Join, leave, or respond to chat conversations by clicking the top toolbar icon. When you have an incoming chat, a notification appears within Zendesk Support. Click on the top toolbar icon or the notification to open the chat.
- Access the Chat dashboard, which contains Chat settings and account details, by clicking the Products icon and selecting Chat.
Working with tickets created from chats
Note: Depending on the version of your Zendesk Support-Chat integration, some of the options below might vary slightly. For details, ask your administrator or see Zendesk Support-Chat integration v2.
Tickets for chats can be created automatically or manually. Each ticket includes details about the visitor's chat session and a chat transcript.
Add additional notes and details about the request in the ticket window.
To manually create a ticket for a chat
- Click Create ticket in the right panel of a chat you're serving.
If this option is disabled, use the existing ticket under Current ticket instead.
To view tickets for the visitor you're chatting with
- Tickets appear in the right panel of the chat window.
- Click on a ticket to open it.
16 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.
Molly | Customer Advocate |
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