On February 29 2016, we introduced an updated version of Chat-Support integration. Integration v2 supports all the operations and features in v1, but makes it easier for agents to take notes in the Zendesk Support ticket while serving a chat and prevents unnecessary duplicate tickets.
What's changed in Chat-Support integration v2?
The differences between the two versions are summarized in the following table:
|Automatic ticket creation||A ticket is created when the chat ends.||A ticket is created when the chat starts.|
|Manual ticket creation||Manually created tickets contain the chat transcript as of the time the ticket was created.||Agents can still create tickets from chats manually if automatic ticket creation isn't enabled and the chat doesn't have a linked ticket yet. The complete transcript is added to the ticket after the chat ends.|
|Offline message ticket creation||Select whether to automatically create tickets for offline messages.||As before, you can enable or disable automatic ticket creation for offline messages.
In v2, you can also specify whether to add chat transcripts to tickets as internal notes or public comments.
|Chat transcript added to ticket||The transcript is added as a public comment when the chat ends and ticket is created.||Choose whether to add transcripts as public or private comments. The transcript is added to the already-existing ticket after the chat ends.|
|Tickets allowed for each chat||Multiple tickets can be added for one chat.||Only one ticket can be linked to a chat per user session. That is, if the customer does not time out (20 seconds to 2 minutes depending on internet connection), did not close their chat window and did not manually end the chat, then any followup will be amended to the originally created ticket.|
|CSAT ratings and chat tags||Only ratings and chat tags added before the ticket is created appear. As a result, tickets manually created before a chat ends might not reflect all rating and tag info.||Ratings and chat tags are synced to the ticket when the visitor leaves the chat for both manually and automatically created tickets. Note that it might take up to five minutes for this information to appear.|
How do I know which version I'm on?
In the Dashboard, select Settings > Account > Support tab:
- If the yellow banner you see is titled Upgrade the Chat-Support Integration, you're on v1.
- If the banner is titled You've Upgraded the Chat-Support integration, you're on v2.
Will I lose any settings if I upgrade to v2?
Your settings are carried over to v2 after you upgrade, except automatic ticket creation for chats happens at the beginning of the chat instead of the end.
How do I upgrade from v1 to v2?
For Enterprise customers, we recommend testing out v2 in a sandbox environment before rolling it out to your production instance to test the new workflow and make adjustments as needed.
- In the Dashboard, select Settings > Account > Support tab.
- In the yellow banner that appears, click Upgrade Now.
- Click Upgrade Now again on the confirmation window.
- Click Save Changes.
- Log out and back in again to start using v2 integration.
Do I have to switch?
All accounts will have to switch to v2 integration before it's deprecated.
Will this change affect existing triggers?
It depends on the specific conditions and actions in your trigger. For example, you might have set up triggers in Zendesk Support to fire immediately after a chat ticket is created. With v1 integration, the ticket would already be populated with data by the time it was created at the end of the chat. In v2, the ticket wouldn't be filled out yet and the trigger would no longer work as expected.
Such triggers will need to be modified to take action when chat actually ends. You can do this by adding a condition of Ticket: Comment Text: Contains the following string: Chat Ended.
Similarly, V2 also creates more email notices for agents as now a ticket has two more updates. Whereas in V1 it was a single event, resulting in a single email notification.
For Enterprise customers, we recommend testing out v2 in a sandbox environment before rolling it out to your production instance so you have a chance to adjust and test your updated triggers.