With email piping, you can have all chat transcripts from your Zendesk Chat sent to one or more email addresses. Each Zendesk Chat email address you enter receives a detailed transcript when a chat is over.
Important: Email address added in the email piping list will receive ALL transcripts. For your security, consider only using this feature with trusted email addresses.
To enable email piping
- On the dashboard, select Settings > Account > Email Piping.
- Click On.
- Enter an email address that should receive transcripts.
- To add another email address, click the + next to the field.
- When you've added all the email addresses you want, click Save Changes.
16 comments
Lisa Lavin
I do not see Email Piping as an option to click when I go to Settings / Account. Is that the only way as a manager to read all chat transcripts?
0
Dane
Email Piping is available for all plans. Due to the nature of your concern, I'll create a ticket for you and investigate further. Please wait for my update via email.
-1
Lisa Lavin
Hi Dane,
I was able to setup this option. I was in Admin Settings - not the Chat dashboard settings.
Thanks!
Lisa
0
Michael LittleTester
How do you turn this off?
0
동현 이
I would also like to know how to turn this off.
I do not wish to send the chat transcript to the end-users.
0
Hiedi Kysther
Hey 동현 이,
Email piping is a bit different than the chat transcript your end-users get after the end of a chat. If you don't want your end-users to get the chat transcript, you will need to disable this feature in Chat Settings > Account > Zendesk Support tab. You can check this article for more information: Managing Messaging transcript visibility.
1
Jennifer Zecchin
"...when a chat is over." Can you please be more specific? Is this when the agent leaves the chat? When the chat ticket is marked as Solved? When the ticket is moved to Closed?
0
Christine
You may refer to our article: When do chats time out?
0
Daniel
Is there a template for the chat transcript email?
0
Anne Ronalter
thank you for your Feedback on this.
At the moment, it is unfortunately not possible to specifically customize the chat transcript Email, but you can of course Customize your templates for email notifications.
0
ספרנית מכללת עמק יזרעאל
Hello,
We need your assistance, considering the change that occurred in our Chat environment.
After each and every message/chat both from library side or from the users' side, a ticket is opened and a mail is sent to askus@yvc.ac.il
How can this function be dismissed?
Thank you in advance,
Vera
0
Christine
If you don't want automatic ticket creation for your chat tickets, you can check the
Chat Dashboard > Settings > Account > Zendesk Support
and see if Automatic ticket creation is enabled. You can set this to 'manual' to stop automatic ticket creation on every single chat ticket. See Configuring ticket creation options.0
ספרנית מכללת עמק יזרעאל
Hi Christine,
Thank you for your response. Please see the print screen of what we have in :
Settings - Zendesk Support
Your kind advice would be highly appreciated.
0
Christine
I have created a ticket on your behalf so we can look into the issue more. Kindly check your email for updates. Thanks!
0
Brittney
Hello, is there a way we can turn off the bot transcript for customers after they submit a support ticket? We don't want customers receiving an email with all the bot transcripts. Thanks!
0
JR Lausin
I'm afraid the messaging transcript visibility can only be either as public or as internal note as of the moment there's no option to remove the bot conversation on the transcript.
Please check this article.
https://support.zendesk.com/hc/en-us/articles/4408818625690-Managing-messaging-transcript-visibility
Sincerely,
0