Chat-Support integration v2 FAQs Follow

What's changed with the new version of Chat-Support integration?

On February 29, we introduced an updated version of Chat-Support integration. Integration v2 supports all the operations and features that are 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.

The differences between the two versions are summarized in the following table:

  v1 v2
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.

  1. In the Dashboard, select Settings > Account > Support tab.
  2. In the yellow banner that appears, click Upgrade Now
  3. Click Upgrade Now again on the confirmation window.
  4. Click Save Changes.
  5. 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.

How do I downgrade from v2 to v1?

  1. In the Dashboard, select Settings Account > Support tab.
  2. At the bottom of the page, click the Switch back link. 
  3. Click Save Changes.
  4. Log out and back in and manually refresh the page for changes to take affect.

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.

Have more questions? Submit a request

Comments

  • 0

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

  • 1

    Hey Rene,

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

     

    Kind Regards,

  • 0

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

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

  • 1

    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.

  • 0

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

  • 1

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

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

  • 0

    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.

  • 0

    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.

  • 0

    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

  • 0

    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 :)

  • 0

    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.

  • 0

    Thanks for clarifying Scott.

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