Browsing past chats in History

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17 Comments

  • Megan
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    How long is History available for Enterprise plans? 

    -1
  • admins
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    I am also unable to find answer to this question.

    0
  • Candie Baring
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    Hi there,

    Zendesk will never delete your chat history when you're subscribed to a paid plan. History is available as long as you do not delete them. Please note, though, that once you delete a chat in History, there is no option to retrieve it.

    1
  • Claire
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    Why can't I search chat history by a customers email address if it was entered by the customer and is listed under the user info section?

    0
  • Ramin Shokrizadeh
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    Hi Claire,

    If you scroll down the advanced search dropdown, there is a 'Visitor Email' field you can use. To get the advanced search dropdown, click on the down arrow to the left of the search field.

    -Ramin

     

    0
  • Pedro Rodrigues
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    Why can Admins be the only role allowed to select and export chat History? This is really time consuming.

    0
  • Anahí Olives
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    Same question by Pedro Rodrigues. My agents need to export chat details daily in order to do some marketing actions and I'm the only one that can do that because I'm the Admin. It would be so much easy they could do it themselves. It would be great that "Export chats" was part of a custom role configuration.

    1
  • Heather Rommel
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    I just recently found out that the URL that's passed over in Chats is the first page a visitor lands on, not the page they actually started the chat from.

    In other words, if someone lands on our About Us page, and moves around for 10 minutes and then starts a Chat from our Sales page, we get the original About Us page!

    Why?

    0
  • Keith @ Zendesk
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    Hey Heather,

    Sorry for any confusion. There isn't any native way to track the URL of where the Chat is Requested. But if you're looking an the exported CSV file from the history, the column on that file should just say "landing page" to avoid confusion. 

     

    0
  • Emmerzaal, S (Saskia)
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    Is it only possible to see the chat history in your browser? I can't see any history if I use the Zendesk Chat app. I tried contacting the helpdesk but didn't get any help.

    0
  • Ramin Shokrizadeh
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    Hi Emmerzaal,

    Currently, History is not supported in the mobile apps but the team are working on adding it as we speak and you should hear about the update in Q1 2019.

    Thanks,
    Ramin

    0
  • Gabriel
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    Any plans to add the chat tags as a new info in the history? 

    0
  • Ramin Shokrizadeh
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    Hi Gabriel,

    Can you elaborate on your request please? As an admin of the account, you can edit chats and add tags afterwards.

    -Ramin

     

    0
  • Gabriel
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    Oh, surely.


    I'm talking about having the tags information inside the chat transcripts exports. Currently, this info is only available at chat details export.

    Is that possible?

     

    Regards

    0
  • Ramin Shokrizadeh
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    Hi Gabriel,

    There are no plans to add tags to the transcript export. You can use the REST APIs to export the transcript and additional chat information, including tags.

    https://developer.zendesk.com/rest_api/docs/chat/chats

    -Ramin 

     

    0
  • oscarc
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    I need to recover a zendesk chat session.
    It's actually expire and I can't to log.
    Could be possible to recover the chat history?

    Thanks!

    0
  • Brett - Community Manager
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    Hi Oscar,

    I'm going to create a ticket on your behalf so our Customer Advocacy team can look into this further.

    You'll receive a follow-up email shortly.

    Cheers!

    0

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