Getting started with Message

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11 Comments

  • Andreas Schuster
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    We are using Facebook global pages and have therefore three different profiles, is it really not possible to add more than one profile with Zendesk Message?

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  • Izaty Hakim
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    Hi, is zendesk message a complimentary feature that comes with zendesk chat? or the pricing structure is different. i cant find zendesk message price in your website. 


    Also, does it have capability for us to add other channels with bots like Telegram? i saw there is an add on app called telegram connect to link telegram bot to zendesk support here https://www.zendesk.com/apps/support/telegram-connect/ Can we use this for zendesk chat too? 


    Once i have linked zendesk message to FB & Line (that i have deployed 3rd party bots there), i will be able to do smooth handover to agents if i follow these steps right? https://chat.zendesk.com/hc/en-us/articles/115003978247-Setting-up-bot-handover  


     


    look forward to hearing from u. 

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  • Ramin Shokrizadeh
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    Hi Izaty,

    Message comes with any paid Chat subscription. Currently, you cannot connect Telegram to the service and we have no immediate plans to add it in 2018. 

    Bot handover should work yes, you can email chat@zendesk.com if you need help with that.

    Thanks,

    Ramin

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  • Mark Bangerter
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    Is it possible to create tickets from conversations in Message? 

     

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  • Brett - Community Manager
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    Hey Mark,

    Zendesk Message does not offer the ability to generate tickets from a Message unfortunately :-/

    You would need to manually create a ticket within Support with the messengers information to follow up with them.

    Let us know if you have any other questions!

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  • Mark Bangerter
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    Thanks for responding so quickly Brett!

    Anyway to set this up via API? 

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  • Brett - Community Manager
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    Hey Mark,

    You can certainly make a call to the /api/v2/tickets.json endpoint to generate a ticket, however, there's no Message API available to export information from a Message.

    Hope this helps!

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  • Mark Bangerter
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    So no. :-)

     

    Anything on the roadmap for a Message API? 

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  • Brett - Community Manager
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    Nothing as of right now Mark.

    However, ff this does change there will most likely be a post in our Announcements page which I recommend subscribing to :)

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  • Stuart
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    We currently use zendesk chat but would like Facebook chat to be channel however this isn't possible therefore we looked into Zendesk message. We used to use the Zendesk Chat app that would appear as a pop up window within Zendesk Support. I cannot find a similar experience for Zendesk Message. We would rather not have to change tabs to access Zendesk Message. Is there an app in the marketplace where we can have a similar experience to Zendesk Chat in Zendesk Support?

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  • Ramin Shokrizadeh
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    Hi Stuart,

    Currently, it is not available. We are working on a more centralised experience while handling social channels but do not have anything specific to share at this point in time. You will hear more about the changes later in the year.

    Thanks,
    Ramin

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