Introducing Zendesk Messaging

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48 Comments

  • Slava Skorbezh

    Hello Prakruti Hindia

    We have seen other customers ask their agents to shift their tickets back to their Group queue at the end of their shift. Alternatively, admins can change the ticket assignee to other agents , if the assigned agent is not online or on vacation. 

    In practice, the problem arises for a different reason — when the agent has completed all tickets and went home. And then, before a ticket is closed, a client is chatting again. Zendesk does not offer any tools to route tickets based on the agent's status in the system. This is not normal 

    5
  • Artur Tsudik

    Hi Prakruti Hindia

    I will add from myself.

    1. You suggest that the administrator manually reassign reopened tickets to the group. It is not comfortable. We have 50 agents and about 200 open tickets during peak hours. The administrator cannot keep track of all the tickets and which of the agents is currently working.
    2. Problem with chat routing. If a client has been in the queue for more than 10 minutes, then the ticket becomes inactive. Because of this, chat routing does not occur. The big problem is that the ticket is not marked in any way and such tickets cannot be taken out in a separate view. As, for example, was with the Zendesk Chat product, where missed chats were marked with a tag and the name of the ticket was changed to "Missed chat"

    You have to do something about it. As it stands, working with routing and reopened tickets is awful.

    The solution with reopened tickets is easy to see. If it is possible to add the condition "Agent status in chat" to triggers.
    If the agent is online, the reopened ticket is returned to him.
    If the agent is not online, the reopened ticket is assigned to the group.

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  • Megan Lalock

    Prakruti Hindia 

     

    • We have seen other customers ask their agents to shift their tickets back to their Group queue at the end of their shift. Alternatively, admins can change the ticket assignee to other agents , if the assigned agent is not online or on vacation. - This is not a solution and not one that can be managed for anyone with volume. Trying to keep track of a person's tickets and trying to reassign them is not really a chat function or one that is viable. As I currently deal with roughly 300 chats per day across 8 agents, I would never be able to stay on top of that.
    • Notification List is visible to all agents who have Chat enabled. This can be managed from your profile in Admin Centre. -  Correct but if a customer is chatting in one of my sites named " Brand Y" I do not want agents who work for "Brand Z" to see the chat notification for " Brand Y" . How is that fixed?
    • Comment Text is not supported for Messaging tickets. You can setup Flow Builder to ask customers on nature of issue and use that as a condition in Trigger.- Yes I can add that as a condition to a trigger for routing but it still doesn't solve the issue that the notifications are going to ALL agents and not sticking within it's own brand. 
    • To understand this further, you have 3 brands and each brand has a technical / CS / sales queue. How do identify which group should work on the ticket? Is it on customer input ? - Currently we have a true chat system where depending on what website the customer chats in on, it will ONLY get agents that work with that Brand / website. With messaging that doesn't appear to be an option at all which I do not understand why. We do not have reps that work across different brands for chat, our reps are silo'd to one Brand / website for chat. So in order for me to use messaging ( which I am beginning to think is not possible) I would need a way to keep notifications for messaging kept to the specific Brand group it should go to. How could I do that?

      My biggest gripe with Zendesk at times is that while Zendesk supports multiple brands, They don't support businesses that don't have cross brand reps and they don't support the individuality of different Brands either. In the classic chat function, even with multi-brand you still only had one option for designing your chat and it would look the same for every brand. It appears in messaging the new headache is notifications and routing. 
    4
  • Anton Mintsev (EMEA)

    Looking forward to having the flow builder that would work non-English languages.
    UPD - Now it's supported

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  • Artur Tsudik

    These tickets can tracked in a View created with Channel is Messaging and Status is New. 

    You misunderstood the problem.
    If the end user writes to the chat and is in the queue for more than 10 minutes, then such a ticket becomes inactive. Hence, no such tickets are routed. An inactive ticket is not marked in any way in order to make it a separate view, for example, as it was with Zendesk chat (Missed chat). Although logically, I would like to see routing, including inactive chats, since the chat is without a session.

    The screenshot clearly shows that the agent is accepting a chat that has been in the queue for 6 minutes. And chats that have been in the queue for more than 10 minutes remain untouched.

    I'm sure it shouldn't be that way. I'm waiting for corrections.

    Read more about the issue in this ticket 5924514

    3
  • Kamolchanok Jittrepit

    How do you set up Zendesk Messaging that  End-user can send us (an agent) a file or an image?

    2
  • Amie Barder
    1. Any update on when end-users will be able to send images/attachments to agents? This is absolutely essential for us. Last mention said "mid-year".
    2. When switching from Messaging to Email in the same ticket, we noticed that the Messaging transcript isn't included in the email (even though the {{ticket.comments_formatted}} placeholder is included in the email trigger). How do we get a transcript included? Without it, the email has no context.
    3. Also, after switching to Email, the channel keeps defaulting back to Messaging in the agent interface. Is this intentional? I'd assume it sticks with whatever was most recently used, but maybe I'm missing something in terms of how channel switching is intended to work. Any articles on agent workflow best practices? If not, it would be super helpful.
    2
  • Clik Rogan

    UPDATED

    Hi All, 

    Grew a few too many grey hairs trying to work this one out (routing specifically to a group and not to all available chat agent).

    I created a support trigger that uses the specific ticket field we created to obtain certain info for our Sales team from our customer. This is how I defined which group should be presented with this chat. 

    Looks something like this...
    Ensuring that the specific ticket field is present - you can leverage off this to then set actions accordingly. As shown below I've ensured that when this particular ticket field is present in a Messaging conversation, that the ticket will be presented specifically to our Products group (Sales). 

    Now I would consider using the Out of Office app available in ZD Support to ensure any returning customers on these tickets, are presented to the next available (Sales) agent when the initial agent is on leave/RDO/out of office.

    I hope this helps anyone - Because I feel like I've read every bloody article and tested every other method and had to work this out on my own. Very few resources on creating these support triggers. Very very limited resources. 

    2
  • Prakruti Hindia
    Zendesk Product Manager

    Hi Megan, Vyacheslav, Artur, 

    Thank you for the feedback. 

    I understand that intent is to get a quick response back to the customer. If the agent is not online and their ticket re-opened, we want to assign the ticket to another online agent.  We will consider this feedback as we plan further improvements to Messaging. 

    Correct but if a customer is chatting in one of my sites named " Brand Y" I do not want agents who work for "Brand Z" to see the chat notification for " Brand Y" . How is that fixed?

    Once the condition with Comment text is removed, your trigger setup will ensure that only Stage 3 Customer Service group is notified. Brand3 needs to be assigned to the Messaging widget. (Setup information can be found here). I can create a ticket to troubleshoot if all your agents continue to get notified. 

     The big problem is that the ticket is not marked in any way and such tickets cannot be taken out in a separate view.


    These tickets can tracked in a View created with Channel is Messaging and Status is New

    They don't support businesses that don't have cross brand reps and they don't support the individuality of different Brands either.

    We, recently, rolled out support for multi-brand. A different widget can be created and associated to a brand. Each widget look and feel can be customised. (Link).

    Thank you again for writing in. Please feel free to post your comments or reach out via support@zendesk.com for help. 

    - Prakruti

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  • Jordan Brown

    Proactive greetings were a great feature of the chat platform. Will this be added to messaging?

    1
  • Megan Lalock

    Prakruti Hindia

    " The agents will get notifications in the notification list when their assigned messaging conversation receives a new reply from the end-user. " - What if the agent isn't online, or is on vacation, or called out sick for the day? The agent wouldn't be able to respond, the customer would be in limbo, and furthermore I haven't seen this functionality work like that in my testing. 

    "Agents need to have Chat enabled to respond to Messaging tickets. We should also setup a rule in Support Triggers to assign group based on channel and other information provided by the end-user.

    The agents get this error because they have permission only to access tickets in their group. This permission can be managed from Settings > People > Roles. " - I did set up a rule to assign to group based on the where the message/ chat was started however even members outside of that group are still getting notifications for chats that they shouldn't see. Here is the trigger that I have but it seems like the gap here is creating a trigger based on what SITE the widget is on.




    "Yes, this can be done by setting up a rule in Support Trigger to assign group based on channel and other information provided by the end-user." - If we have 3 different brands using the chat / messaging functionality and none of them are cross functional for each brand, I don't see how I can set up a trigger to identify what group it should go to as each Brand will have their own sales / Cs/ tech support queues. Any ideas?

    1
  • Allison S.

    Daniel Aron Any updates on the metrics/reporting for Zendesk Messaging? Now that we are nearing April 2021, just wondering if there's an ETA on this! Thanks!

    1
  • Clik Rogan

    Jennifer Rowe Thank you! I have made the post here and have pointed out what our goal, issue and solution was =]

    Would love to know when any more documentation comes out in regards to Messaging. I think the product is great and is the future of live chat x AI!

    Thanks again, 

    1
  • Sagi M. Welzman

    Clik Rogan  this is interesting ! 

    The expected result of this trigger is that the designated group receives and serves the respective chat (messaging group routing)  ? 

     

    1
  • Matt
    Zendesk Customer Advocate

    Hi Allison! Flow builder reporting is currently in progress and is still on our roadmap. I don't have more information than that right now, but it is in progress still and further updates are coming.

    Additionally, here is what we do have available for messaging metrics currently.

    Messaging reporting in Zendesk Agent Workspace

    Matt 

     

    1
  • Prakruti Hindia
    Zendesk Product Manager

    The expected result of this trigger is that the designated group receives and serves the respective chat (messaging group routing)  ? 

    Yes, that's correct. Only the agents in the designated group will be notified of an incoming conversation. 

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi Megan, 

    Thank you for reaching out.

    If you solve the ticket and the customer chats again after that solve ( say the customer wasn't done chatting but the agent thought they were) there will be no notification unless you refresh the browser

    The agents will get notifications in the notification list when their assigned messaging conversation receives a new reply from the end-user. 

    If an agent outside of that Brand tries to grab the chat it will give an error that " The ticket you are trying to open is not visible to agents in your group(s)" and then the chat/message itself just disappears. It won't show up in notifications for anyone after that and it won't be shown as in queue in conversations. 

    Agents need to have Chat enabled to respond to Messaging tickets. We should also setup a rule in Support Triggers to assign group based on channel and other information provided by the end-user.

    The agents get this error because they have permission only to access tickets in their group. This permission can be managed from Settings > People > Roles. 

     

     I want to be able to set this up where based off the brand only certain agents get the notifications. Can that be done?

    Yes, this can be done by setting up a rule in Support Trigger to assign group based on channel and other information provided by the end-user.

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  • Ryan Lainchbury

    Hi there,

    How I end a chat as an agent? We recently changed from Chat to Messaging in the new agent workspace and the "End chat" option is no longer where it was. 

    0
  • Prakruti Hindia
    Zendesk Product Manager

    Hi Jordan,

    Thank you for writing in. Proactive messaging is on the roadmap.

    -Prakruti
    0
  • William Michael

    This looks awesome, but mobile access by agents seems buggy.

    0
  • Anna Lui

    Hi there,

    Is there the option to route the bot to a contact number like what we currently have in the web widget option where it's a hyperlink? Or will Messaging purely be routed to a "chat" agent?

     

    Ideally, we'd like to give the customer options if possible.

    Thanks,

    0
  • Anton Verhelst

    Hi, I was trying out the new messaging and noticed customers can be routed to an agent even when no agent is online. The request will just be added to the request queue, but when I don't have agents online, I rather not want customers to be able to be connected to agents.

    Currently, messaging conversations are removed from the queue after 10 mins. Typically, we have seen that customers do not wait more than 5 mins to receive a response. The thought process was to give preference to customers who are recent and are still waiting on the website to receive a response. I would like to get your thoughts on it. 

    Surely it's not best practice to have customers wait 5 or more minutes without updates? Why is online/offline no longer an option?

    Is there an option to work with an offline form like in the "old" chat?

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  • T Do

    I'm trying to add an email address to a profile in a Twitter DM ticket to leverage conversation messaging. When I do that, I get an error that this particular email is already being used by another ticket (which it is. I have a test support/email ticket with that email that previously came in.) What I'm ultimately trying to do is pivot from my Twitter DM to email similarly to what I saw on a video. Likewise, I tried to add a mobile number to pivot between Twitter DM to an SMS. I received a similar error.

    Can someone help me understand what I'm doing incorrectly? (This could be very likely a user error.)

    Confirming, I'm currently using agent workspace.

    (So sorry for the newb question.)

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  • Megan Lalock

    Anton Verhelst I have only seen that option be available IF you are not using the new WEB SDK widget and you have turned off the answer bots. ( Which, I truly don't really want to use ever but haven't seen how this is possible at this moment with messaging.)

    Prakruti Hindia When you tell me to update the condition of my trigger and only Stage 3 is notified, my follow up question to that is then if a customer only wants to speak to Customer Service, and I don't want the sales group for stage 3 to answer that chat, how can I make that work?

    Also, I am seeing where you have to create hybrid triggers in chat and then in messaging for different purposes BUT any trigger you make for chat, that doesn't actually show up on a messaging ticket in the events. How will we know what chat triggers affected that ticket?

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  • Megan Lalock

    Prakruti Hindia 

    What would be ideal, is to make the ability to create triggers that associate with people's groups for messaging. Meaning like how I set my trigger up originally that doesn't work. If the customer picks "Customer Service" then it's routed to the "Customer Service" group based on the string used in messaging. That's just one way, or you could even make specific "groups" to handle messaging if you do like a messaging dashboard like how you have chat. 

    In regards to the chat triggers for auto-responders, this wasn't working from what I tested with messaging. If it was after hours, the message would just sit there and would only send the " Auto Response" after I accepted the message in the queue. If it sat there, the auto responder would not work. Furthermore, the auto responder trigger doesn't show on the ticket that was created for that chat which I think could lead to some issues down the road. 

    Is the assumption correct that Chat will basically go away and the new "chat" will be messaging?

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi Anton,

    Re: offline behavior. Messaging, as a channel, is always available to the customers. It is important to set expectations and collect enough information for the agents to resolve the issue. 

    For this, we can build out a flow in Flow Builder to collect more information from the end-user such as name, email or nature of the issue. (More information here)

    In order to set expectations, we should setup auto-responders. (More information here).

    You can create a view for your agents to pick up Messaging tickets created when the agents were offline with this condition - Channel is Messaging and Status is New

    - Prakruti

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  • Júlio César

    Clik Rogan, how do you route using IVR in messaging?

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  • Clik Rogan

    Sagi M. Welzman Yes that's correct ensuring my mistake of channel > is > chat is update to the following "Channel > is > Messaging" =]

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  • Megan Lalock

    Wanted to comment on this with some questions and things I noticed with rolling this out.

    1) If you solve the ticket and the customer chats again after that solve ( say the customer wasn't done chatting but the agent thought they were) there will be no notification unless you refresh the browser

    2) If you do not set up triggers correctly to route it to the right group based on the Brand of the chat, the notification will go to any agent that has access to messaging. If an agent outside of that Brand tries to grab the chat it will give an error that " The ticket you are trying to open is not visible to agents in your group(s)" and then the chat/message itself just disappears. It won't show up in notifications for anyone after that and it won't be shown as in queue in conversations. I literally don't know where it goes and even if the person who started the chat types responses, it doesn't show up anywhere.

    3) I want to be able to set this up where based off the brand only certain agents get the notifications. Can that be done?

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi Artur Tsudik,

    Thank you for the clarification. 

    The screenshot clearly shows that the agent is accepting a chat that has been in the queue for 6 minutes. And chats that have been in the queue for more than 10 minutes remain untouched.

    Currently, messaging conversations are removed from the queue after 10 mins. Typically, we have seen that customers do not wait more than 5 mins to receive a response. The thought process was to give preference to customers who are recent and are still waiting on the website to receive a response. I would like to get your thoughts on it. 

    Although logically, I would like to see routing, including inactive chats, since the chat is without a session.

    Fair point. We are looking into improving the routing capabilities for messaging and this is valuable feedback. 

    - Prakruti

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