Enabling chat for your Help Center Follow

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Through your Help Center, signed-in end-users can initiate chat sessions with agents.

Note: You must have Zendesk Chat to enable chat for your Help Center.

When enabled, the chat option is displayed in the Help Center when an agent is available:

Clicking the chat option opens a chat window:

If no agent is available, the chat option is replaced by the option to leave a message.

To enable chat

  1. In Help Center, click General in the top menu bar, then select Help Center settings.

  2. On the settings page, select Zendesk Chat in the Features section.
  3. Add the chat option to pages of the Help Center.

    You add the option by inserting the chat component in an HTML template. See the following steps.

To add a chat component in a template

  1. In the Help Center, click General in the top menu bar, then select Customize design.
  2. Click Edit Theme and select a template from the menu.
  3. Enter the chat component, {{chat}}, in a template's HTML. See Customizing the HTML for more information.

    Insert the component in each template that you want to display the chat option, or in the Footer template to display it on all pages. Also, if "Chat about my ticket" is enabled, chat will appear on the new request page and when viewing an existing request.

  4. Click Save at the top of the sidebar to save your change.
  5. When you're ready to deploy the change, click Publish changes at the top of the sidebar.
Note: The chat option is only visible in Preview mode if you are previewing as an end-user. For more information, see Providing live chat support with Zendesk Chat.
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Comments

  • 0

    Hi there,
    We are on the regular plan. Will there be additional costs onto our subscription in order to use this?

  • 0

    Hey Storm!

    This is a great question. The native Zendesk chat in Help Center will not incur any additional charges to use, but I do need to let you know that this feature is on the list to be deprecated at some point in the future.

    We'll be sure to give you advanced notice that the feature is going away so you'll have time to prepare and move to a different solution, but what I might recommend instead is to look into Zopim chat, which is our newer (and much more robust) chat feature. This way, you'll be able to get your chat workflow up and running without having to worry about changing everything later down the line.

    You can find more information about Zopim chat here: Introducing Zopim Chat

    Please let me know if you have any other questions!

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