What's changing?
This week, the team will be releasing two small updates to the chat/offline message ticket creation behaviour.
Adding chat ID to ticket
The first change is to include the chat ID in the internal note of the ticket created from a chat or offline message. This was based on feedback from customers who want an easier way to get the ID of a chat, so they can use it with our suite of APIs (like the Chat REST APIs).
Currently, the first note on the ticket looks something like this:
After the change goes live, the first note on the ticket from chats/offline messages/missed chats will look like this:
Add offline message transcript text in internal note
The second change that will happen is specific to tickets created from offline messages (when the widget/SDK is offline due to no online agents).
Going forward, the internal note in the ticket created from offline messages will also include the message content entered by the visitor. This does not replace the transcript update on the ticket that may be sent to the visitor based on the transcript visibility settings in your account.
This change has been made to allow us to better detect and prevent spam messages from creating tickets in your Support account.
Current Behaviour
New Behaviour
When will the change take place?
Monday November 19th, 2018 at 04:00 UTC/12:00 SGT/20:00 PST
Do you need to do anything for these changes to take affect?
The update will not require any changes to settings on your end, it will be rolled out to all accounts using ticket creation at the same time.
You may want to check if you are using triggers in Support that are based on text mentioned in a ticket update, just to be sure that it does not fire incorrectly/earlier than before.
Have questions?
Let us know if you have any questions or comments about the changes below.
If you need support for ticket creation in general, please email chat@zendesk.com to get assistance.
8 Comments
Are you able to use the chat ID to search for that chat in the chat monitor?
Thanks
Hi Dawn,
The chat ID is only available to search when the chat ends and its only available via the REST API.
Alternatively, you can use this URL https://account.zopim.com/transcripts/CHAT_ID
Where you replace CHAT_ID with the ID listed. This will let you see the transcript alongside the user information.
-Ramin
Any way the chat ID can pass to a custom field in Support? It would be great to have it pass to a field in Support to make it easier to report and tie a chat ID to a ticket ID
Is there still no way to prevent a missed chat from creating a ticket?
@Schuyler Currently, there is no way to send the chat id as a custom field in the Support ticket. There have been discussions about making it part of the ticket data model but nothing to share at this point in time. The reverse is possible, you can get the ticket ID for the Chat in the Chat dashboard and APIs.
Here are the REST API docs for Chat: https://developer.zendesk.com/rest_api/docs/chat/chats
@Dan Ross there is no new settings being added at this time, missed chats will continue to create tickets.
I cannot see the images in this article, nor can a colleague on a separate pc. If I right-click to open the image in a new tab, I get a page doesn't exist error.
Hi Marty,
Thanks for letting us know. We are in the process of combining all the help centers together and it appears some images broke in the process.
The docs team are aware and will work on updating the images for you.
Thanks,
Ramin
Images should be working now - HC migration had a little blip. Thanks for the head's up!
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