Welcome to Zendesk Chat! This article will walk you through the key tasks you'll need to get started as a Chat agent, including learning the Chat interface, managing your settings and availability, and chatting with customers.
Choose your path from the account options below to display your tasks. If you're not sure which version of Chat you're using, check with your Chat administrator.
Getting started with Chat Standalone
The resources below are for agents on Chat Standalone accounts. If you're a customer service agent new to Zendesk Chat, this information will help you configure your settings and start chatting.
Get to know the Chat dashboard – 5 min
Take a few moments to learn about the environment you'll be working in. The Chat dashboard is where you'll perform the tasks described in this guide.
Introduction to the Chat dashboard
Configure your personal settings – 10 min
Before you start chatting, you can (and should) configure your personal settings. These include both customer-facing settings (your display name, tagline, and avatar) as well as internal-only information (like your real name, sign in information, and dashboard language).
Editing your personal settings in Zendesk Chat Standalone accounts
Set your availability status – 5 min
Your availability status determines whether you are available to accept chats from customers.
Configuring your chat availability settings
Use shortcuts – 10 min
Shortcuts help you save time by inserting commonly-used phrases into your chats with just a few keystrokes. Create personal shortcuts for your own use, and access department and global shortcuts used by other Chat agents.
Inserting common phrases with shortcuts
Start chatting – 5 min
Now that you're ready to connect with customers, learn how initiate and respond to chats, transfer chats, and chat with other agents
Getting started with Chat + Support
The resources below are for Chat agents on Zendesk Chat + Support accounts. If you're a customer service agent new to Zendesk Chat, this information will help you configure your settings and start chatting.
Get to know the Chat dashboard – 5 min
Take a few moments to learn about the environment you'll be working in. The Chat dashboard is where you'll perform the tasks described in this guide.
Introduction to the Chat dashboard
Configure your personal settings – 10 min
Before you start chatting, you can (and should) configure your personal settings. These include both customer-facing settings (your display name, tagline, and avatar) as well as internal-only information (like your real name, sign in information, and dashboard language).
Editing your personal settings in Zendesk Chat + Support accounts
Set your availability status – 5 min
Your availability status determines whether you are available to accept chats from customers.
Configuring your chat availability settings
Use shortcuts – 10 min
Shortcuts help you save time by inserting commonly-used phrases into your chats with just a few keystrokes. Create personal shortcuts for your own use, and access department and global shortcuts used by other Chat agents.
Inserting common phrases with shortcuts
Start chatting – 5 min
Now that you're ready to connect with customers, learn how initiate and respond to chats, transfer chats, and chat with other agents
Getting started with Chat + Support + Agent Workspace
The resources below are for agents on Zendesk Chat + Support accounts with the Agent Workspace. If you're a customer service agent new to Zendesk Chat, this information will help you configure your settings and start chatting.
Get to know the Chat dashboard in the Agent Workspace – 10 min
Take a few moments to learn about the environment you'll be working in. The Chat dashboard is where you'll perform the tasks described in this guide.
Using the Chat dashboard with the Zendesk Agent Workspace
Configure your personal settings – 10 min
Before you start chatting, you can (and should) configure your personal settings. These include both customer-facing settings (your display name, tagline, and avatar) as well as internal-only information (like your real name, sign in information, and dashboard language).
Editing your personal settings in Zendesk Chat + Support accounts
Set your availability status – 5 min
Your availability status determines whether you are available to accept chats from customers.
Use shortcuts – 10 min
Shortcuts help you save time by inserting commonly-used phrases into your chats with just a few keystrokes. Create personal shortcuts for your own use, and access department and global shortcuts used by other Chat agents.
Start chatting – 5 min
Now that you're ready to connect with customers, learn how initiate and respond to chats, transfer chats, and chat with other agents
9 comments
William Tang
Trying to set up payment for invoice INV07694315 but getting the following
-1
Dainne Kiara Lucena-Laxamana
Hi William Tang!
This error is common if the email address you are using to sign in to the account is not registered as an agent or an admin. I would suggest reaching out to the owner of the account, or one of the admins to grant you Admin access with billing permissions so that you can process the payment.
0
Kelechi Brian
Hello, I am building my application on Flutter, How do integrate Zend into my application
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Brett Bowser
If you're wanting to offer Chat in your Flutter app then you'll want to look at the following article: Adding the Zendesk Chat widget to your website
If you're looking to embed chat into your mobile app then you'll need to use our iOS or Android SDK which is mentioned here: Embedding customer service in mobile apps with the Support SDK
I hope this helps!
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tushar kalra
We need to integrate a chatbot with in our website.
We want the following functionalities to be included in the chatbot.
1) Pass the user information to the chatbot like email and user name. We do not want the user to provide this information again the pre form as the user is already signed in to application.
2) use bots to answer basic questions of the customer.
3) Transfer to agents.
Please let us know what suits best to our need.
Questions:
1) Do we need to use messaging or web widget classic
2) How do we pass the variable information of email and username to the chatbot.
0
Bhavya Lamba
Hello team,
I am working on Zendesk API link to get the data into the database,
Zendesk API documentary - https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_skips/
However, below link is not working and I checked in postman as well(added screenshot for your reference). Can you please guide or provide the updated link.
https://agodapeopleops.zendesk.com/api/v2/skips
Looking forward to your response.
Thanks
Bhavya Lamba
0
Dane
It seems that both of your concern have been resolved on the ticket that have been submitted. Thank you for being active on our community.
Cheers!
0
Natalia Numa
Hi !
How can I activate chat option in my zendesk help support center? how can i only show the option when an agent is connected? Please help me :)
thank you
0
Noly Maron Unson
Hi Natalie,
As long as all of your agents are logged out or have their status set to invisible in the chat dashboard or Agent Workspace then the option to start a chat will not be available to your customers.
You can check the article Can I turn off chat when there is no staff here? for more info.
Hope this helps.
0