Introducing Zendesk Messaging

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  • 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. 

  • Clik Rogan

    Sagi M Welzman Can say that this trigger config has worked nicely for us. The only issue really is creating unique ticket fields just so you have a unique identifier to base a trigger off of. I think as flows get more complex etc, this may not be best practice in terms of growth. 

    Prakruti Hindia Yes I did end up changing that to Channel > is > Messaging thank you for pointing that one out! =]
    What I would LOVE to see for this product is the native ability to route to group in the Flowbuilder flow steps. I absolutely love the ease of talk routing using IVRs as this does not require triggers, keeping my instance cleaner. 

  • Kamolchanok Jittrepit

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

  • Miranda Burford
    Zendesk Product Manager

    Hi Kamolchanok Jittrepit,

    Unfortunately, we don't support the ability for end users to upload files/attachments as yet.  It's on our roadmap for future consideration and will likely be released sometime around the middle of the year.


    - Miranda.

  • 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!

  • Clik Rogan

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

  • Julio Silva

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

  • 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



  • 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.)

  • Dave Dyson
    Zendesk Community Team

    Hi T Do,

    You can merge user profiles, so that one profile contains all the various contact information for that user: Merging a user's duplicate account. Hope that helps!

  • 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. 

  • Aimee Spanier
    Zendesk Documentation Team

    Hi, Ryan Lainchbury.

    Messaging conversations don't "end" in the same way live chats do. They're more persistent, and are tied to tickets more closely, than chats. In a nutshell, to truly end a conversation, you need to close the ticket associated with it, but it is a little more nuanced than that.

    There are a few articles that you might find useful:

  • William Michael

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

  • Ryan Bozsan

    for the "Text (optional) Appears next to the launcher" section.  After they hit the close button it never comes back.  Is there a way to have it come back after a day or so?

  • Miranda Burford
    Zendesk Product Manager

    Hi Ryan Bozsan,

    Thanks for your feedback!  Right now, when the end user dismisses the launcher text, it's dismissed permanently.  Would you expect it to come back for every new browser session?


    - Miranda.

  • 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.
  • Adrian Joseph Magboo
    Zendesk Customer Advocate

    Hi Amie,


    Hope all is well! We've reached out to our internal team about your questions. See our answers below: 

    1. It's planned for the end of Q3 2021. You can see it on the Productboard portal.

    2. I'm afraid there's no option to include the transcript as this is expected behavior in Zendesk Messaging. We have noted this and we thank you for your feedback. 

    3. We understand where you are coming from. The current behavior is to default channel selection to Messaging ie Channel from where the ticket was created. We also have noted this feedback and we really appreciate it.

    I hope this helps. 




  • ZenBros

    There are a couple of issues that really need some love.  Otherwise, maybe we need more identification if there is a way around this.

    1. No multi-brand configuration
      This is pretty big.  To date, the only clients who have requested Flowbuilder need multi-brand configurations.  This disqualifies Flowbuilder.   Even though traditional Chat is also lacking in regards to multi-brand, it can at least be routed depending on the "Department"/Group selected by the customer.  Honestly, both need love..

    2. UI confusion
      All other Customer-facing UI allows " :: " to folder options.  Flowbuilder does not, causing these options to display across multiple lines, increasing frustration and detrimenting overall CX.  Requesters will not instantly identify " :: " as a separator.  Example in screenshot below

  • Santiago Ibarguen

    Hi Prakruti Hindia

    When can we expect for users to be able to attach images/files in messaging? We did some tests and it currently only allows users to send text (at least in the Android SDK version)

    Additionally, wondering if you have any updates as to when we can expect for messaging to identify users the same way that chat does? 


  • Prakruti Hindia
    Zendesk Product Manager

    Hi Santiago, 

    users to be able to attach images/files in messaging? We did some tests and it currently only allows users to send text (at least in the Android SDK version)

    This is on the roadmap. And we will be rolling this out soon. 

    wondering if you have any updates as to when we can expect for messaging to identify users the same way that chat does? 

    User identification for non-authenticated users works in similar manner for messaging and chat. Are you referring to authentication ? This is on the roadmap as well. 

    - Prakruti


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