Using Zendesk Chat

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9 Comments

  • Mark Hinson
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    Hi, I have a question about how Zendesk Chat can be used without Zendesk Support. Is it possible for a summary of the chat (details of caller, agent, transcript, etc) to be sent via email, maybe to another system, once the chat has ended? Thanks, Mark
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  • Ramin Shokrizadeh
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    Hi Mark,

    You can look at using email piping to send the transcripts to another system: https://chat.zendesk.com/hc/en-us/articles/212679667-Automatically-send-chat-transcripts-with-email-piping

    -Ramin

     

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  • Eric
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    Any ideas why the transfer options are grayed out for me?

    I have other multiple agents signed in as well. We do not have Departments set up, but it sounds like that shouldn't matter.

    Thanks!

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  • Jenni K.
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    Hi Eric,

    That's a bit odd, so I'm going to pull this into a ticket in order to troubleshoot this in more detail. I'll be reaching out soon on that ticket! 

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  • Fiona
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    Hi there 

    I couldn't find the answer anywhere - if we have the widget enabled on a certain page and a customer uses it to initiate a chat with us which we then serve, what happens if that customer navigates away from that page in the middle of the chat to a page with no widget activated - do they lose the chat?

    Thanks!

    Fiona

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  • Heather R
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    @Fiona,

    We don't use Standalone Chat, but we have found that for Integrated Chat with Zendesk support, if the customer navigates away, even to a page without the widget, they will lose the chat and have to restart it. Sometimes the system connects them up and it finds the original chat, sometimes not.

    We have a shortcut our Agents use to ask the customer to either 1. open a new browser to follow our directions on navigation or 2. press the popout button (should be on the top right of their chat box) so we don't lose them!

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  • Fiona
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    Thanks, Heather.

    Is that expected behaviour, do you know? 

    If a customer is using the widget (to chat or send in a contact request), will they lose their progress so far if they navigate to another page? Can we solve that by having the widget embedded on every page? 

    I was on a chat with a company that uses Zendesk and the chat followed me as I navigated through the website, so I assumed that would be the case for ours too, but we haven't launched our site yet so I haven't been able to test.

    Also, if the chat is cut-off, does it still become a ticket (if I have that set up) or is it lost in the system?

    Thank you!

    Fiona

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  • Heather R
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    Hi Fiona,

    It's expected behavior from a Zendesk perspective, but maybe not from our perspective :D

    The customer using the widget doesn't seem to lose their progress so far and depending how long it's been, the Agent is given an option to pick up with that person where they left off most of the time. I can't figure out the scenario where this doesn't happen, so we merge tickets after it's created (automatically done for you, you would set whether the ticket is private or public, public means the customer gets a copy of the transcript).

    Making sure you embed the widget code in the header or footer in accordance with Zendesk's instructions will definitely be helpful because obviously if they land on a page without the widget.......

    Yes all chats become tickets so that's good! And you can configure whether the person is required to enter their name, email, etc.

    Hopefully this helps! 

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  • Fiona
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    Thanks, Heather!

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