Limitations in messaging functionality

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  • Francis Morissette

    Q2 2021 is already long past :) Also, typo on the last "Limitations" headline.

  • Aimee Spanier
    Zendesk Documentation Team

    Thanks for catching those, Francis! They've been fixed.

  • Daniel

    Aimee Spanier We already use Zendesk and have been keeping an eye on the "User Authentication" limitation (which is deal-breaker for us).

    Do you have any further update regarding this particular feature.  Originally it was listed as by end of Q3 and then bumped to end of Q4.  Do you think it's likely to be bumped again?

  • Miranda Burford
    Zendesk Product Manager

    Hi Daniel,

    Thank you for your message!  We are still on track to deliver Authentication within messaging by the end of the year.  We are doing our best to release it as soon as possible. 🤞🏻

    - Miranda.

  • Trevor Humphrey

    Hi there,

    Is there any update on SLA reporting for messaging? Will that be something you support soon?

  • Mark Weisberg

    Miranda Burford is there any update on the user authentication now that we're in the new year? 

  • Miranda Burford
    Zendesk Product Manager

    Thanks for sending that post, Daniel.  Exactly what I was about to do!

    - Miranda.

  • Kalle Windefalk

    Is there any update on the limitation: 

  • Sarah Darmawan
    Zendesk Product Manager

    Hi Kalle Windefalk - for customers whose accounts created prior to October 4, 2021 are hosted in Zendesk's infrastructure in EEA for which these limitations wholly apply.

    For accounts created after the date, customers can have their data hosted in the United States as part of Zendesk’s Chat to Pods Early Access Program (EAP).

    There are plans to remove this limitation for our longstanding customers this year. 

    Hope this clarifies things!

  • Luís Espinhal

    Hi, Zendesk team.

    First of all, let me say that I got in touch with your Support team twice and the handling was exceptional, so thank you for that and keep on with the good work in that department.

    There's a main tool clearly missing which impacts any one who has subscribed to your services and uses your Messaging functionality: there's no way to blocking users from getting in touch via Messenger while still being allowed to send emails (and/or "submit requests"). If a user is on a non-stop swearing at us, there are two options: we either block them from contacting us through every channel (and every email/request submitted by them is automatically redirected to the "suspended tickets" view), or we keep receiving, accepting, and closing their chats every time they type down a line. None of these is an optimal solution, as we still want our users to be able to contact us by email if any account-related matter arises.

    I would understand up to a certain degree if we were not allowed to block users from using  Twitter, Facebook Messenger, or any other third-party social media tool. Not being allowed to block a user from getting in touch through a specific Zendesk in-built channel should be repaired. Hopefully I don't sound insensitive and unrighteous, but I would deem it urgent priority.


  • CJ Johnson

    Can you clarify what "public attachments" means versus "private attachments"? 

  • Dane
    Zendesk Engineering

    CJ Johnson,

    "Public Attachments" are the normal attachments on emails. On the other hand, "Private Attachments" when enabled will require agents and end users to sign in to view attachments.

    More information can be found in Enabling Private Attachments.

  • Ran Geller

    What is the plan to allow Third-party integrations?
    And more specifically, we are using the Pendo widget, and it looks like Pendo does not support integrations with Zendesk Messaging using the new Zendesk web widget.

  • Alessandra


    É possível contabilizar quantos usuários clicaram em resposta pré-estabelecida no fluxo do bot?

  • Gabriel
    Zendesk Customer Care
    Bom dia Alessandra,

    Espero que esteja tudo bem! Ainda não é possível capturar esta informação. Você consegue verificar todas as métricas e atributos disponíveis para o Fluxo do Bot neste artigo!

    Espero que isso ajude!
  • Ashish Parnami

    Can you guide how to integrate an external ChatBot with Zendesk Messaging? Is it forced to be done through Sunshine with additional cost?

    With Zendesk Chat we were able to use to build 1) a personalized ChatUI and 2) also integrate our ChatBot and 3) have seamless LiveChat handover to agents using Zendesk Chat.

    We could not find articles to confirm if all of that is possible with Messaging.

  • Lila Kingsley

    I know you released authentication for messaging early this year so removed that as a limitation in this article.  However since it currently causes tickets to not have a name/email and results in conversations NOT being linked to existing customer records...that should really be called out as a limitation.  See these comments from a few weeks ago:  

  • Daniel

    Hi Lila,

    If you are looking for a workaround, I responded to another thread with our experience:

    I agree with your sentiment re: limitation.  It's definitely not an out-of-the-box solution at the moment - but it's very slowly getting there.


  • Nathan - Customer Support Director

    Hi! Are there plans to remove/fix the limitation with SLAs and messaging tickets? We have messaging tickets that we respond to via email rather than messaging (as no one was available to handle it in real time) but the SLA doesn't appear. 

  • Chad Susa

    Does the Alias feature work in messaging?


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