Chat-Support integration v2 FAQs Follow

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12 comments

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    Andrew J

    The change runs nice and smooth.  I'm really looking forward to a change in the chat window from the agent side.  Most specifically looking forward to - Options to resize, reposition and pop out the chat box.

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    Sergiu Birca

    Hey Rene,

    You will get notified if you will subscribe / follow (at the article or section level):

     

    Kind Regards,

  • Avatar
    Тимур

    Agree with Andrew! Looking forward to more Slack like interface. 

    Current one is a bit old style and not 100% user friendly.

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    Andrew J

    Hello Scott, you may find the triggers arent affected as much as you expect - I don't think the ticket created trigger will fire until the chat is finished and the ticket is actually 'created' - I believe the ticket it opens is like a 'new' ticket opened by the agent, and does not do anything until submitted - but it would be good to see what you discover!

    We haven't identified any adverse issues, though I was expecting some :)

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    Andrew J

    Thanks for clarifying Scott.

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    Andrew J

    I believe the new ticket creation is now live, there is no option of before or after.  Doing 3-4chats - I can't imagine they will be making notes on the tickets - however the tickets will open I believe, and the chat dialogue will get saved to the correct ticket once the chat is closed.  Would that not make it easier for the agent to manage the ticket?  They can add detail to the ticket while the chat is live if they like.

    Once again, with the chat overlaying the ticket interface it is somewhat awkward to say the least!  However the team are working on this.

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    Scott Bartlett

    Thanks for the reply. Since I have not upgraded yet tickets are still being created upon completion of a chat. But according to the article everyone will be force upgraded in May. I'm just trying to get an understanding of how this will work into my teams workflow. Sounds like we'll be forced to move to this world, and just wanted to confirm that.

    It also interferes with a  number of triggers we have for chat tickets. So I guess I'll need to mess around in the sandbox to figure everything out

  • Avatar
    Sergiu Birca

    Hi Scott /  AndrewJ,

     

    >Our agents are doing 3-4 chats at a time and have tickets pop up at the start of all of them will be quite annoying.

    We received similar feedback from other customers, and as a result, we changed the behaviour in V2. The ticket won't open in the background anymore. The system will create the chat ticket as soon as the agent joins the chat. The agent will be able to access it via the chat window OR via his personal views in the Zendesk agent interface:

     

    >It also interferes with a  number of triggers we have for chat tickets. So I guess I'll need to mess around in the sandbox to figure everything out

    The new ticket creation version might affect your current workflow. I would suggest you play with this in your sandbox. Zopim will update, via API, the chat ticket in stages (~ 5-8 API calls). I advise you identify the moment the system will sync the Zopim tags into the ticket (normally, the last update. Use the "zopim_chat_ended" tag as a reference) and perform all the relevant actions (via triggers) starting from that moment in time (notify the requester, assign to the relevant group, change the status, etc).

    Hope the above helps.

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    Rene de Haas

    Awesome update. Is there a way I get all Zendesk updates in my inbox?

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    Rene de Haas

    Thanks :) I'm following this one so I get all software updates;

    https://support.zendesk.com/hc/en-us/sections/200623796-Release-notes

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    Scott Bartlett

    Will we have the ability to choose whether the ticket is created before or after the chat? It would be nice to have that setting. Our agents are doing 3-4 chats at a time and have tickets pop up at the start of all of them will be quite annoying.

  • Avatar
    Тимур

    Great! I think it is a good and well thought update.

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