About Zendesk Chat plan types

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12 Comments

  • peter.bull

    We are currently on Support Plus without chat and trying to assess chat options. We could of course move to one of the new Suite plans that's quite a big jump and would apply across all agents which may not be necessary. We are looking in detail at what we'd lose and gain by moving to Suite.

    I also believe that we can add chat to specific agents on our existing plan.  What version of chat would this be and what features does it have compared to Suite Chat?

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  • Brett Bowser
    Zendesk Community Manager

    Hey Peter,

    Looks like your account manager was able to assist you further with your questions. Feel free to reach back out if anything else comes up.

    Cheers!

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  • wanda

    One of our clients is currently on the Professional Zendesk Chat Legacy plan ($29 per agent monthly/annual) and a new client also wants to purchase the same plan. I cannot find however on the website, can I get a link to this plan please?

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  • Josh
    Zendesk Customer Care
    Hi Wanda!
     
    Thank you for messaging us.
     
    The chat legacy plans are no longer available for purchase. The current pricing in the article is the correct one that we have.
     
     
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  • Jah Tan

    Hello! 

     

    Just curious for chat department operating hours - since Lite and Team plan does not have the capability to custom change the operating hours, what is the standard chat operating hours set for these packages?

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  • Dave Dyson
    Zendesk Community Manager
    Hi Jah Tan -
     
    Chat operating hours are a way to set periods of time when your chat agents will automatically be set to Invisible (offline hours). Agents cannot manually change their availability status during offline hours.
     
    If you don't have chat operating hours enabled, or as part of your plan, then agents can set their chat availability at any time.
     
    See What is the difference between Support business hours and Chat operating hours? and Creating a schedule with operating hours
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  • Amin

    We are on the Suite Professional plan ($99/per agent/month). We would like to use skills based routing. 
    We are on Web Messaging and all support questions are about going from Live Chat to Web Messaging. It seems we need to revert back to Live Chat to access the skills based routing feature. Is that correct? 
    If so, how can we proceed? Our account manager has asked that we ask this question from support! So far we are paying for this higher plan while not being able to use any of the features we need. Please point us to the right direction! 

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  • Brett Bowser
    Zendesk Community Manager
    Hey Amin,

    Have you looked through this article? Using skills based routing
     
    It looks like skills based routing is indeed available on Suite Professional and Support Enterprise so you should see the option on your existing plan.
     
    You'll want to do the following to create your routing rules:
     
    1. In Admin Center, click the Objects and rules icon () in the sidebar, then select Business rules > Routing.
    2. On the Routing admin page, click the New skill type button.
     
    Let me know if you don't see this option!
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  • Amin

    Hi Brett. Thanks for your reply. 
    Yes we have checked that article about Skill Based Routing. It seems it is not available on Web Messaging. We seem to need to go back to Live Chat to be able to use it. But we don't know how that is done. Reverting back to Live Chat doesn't seem to be a solution on any of your forums. 

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  • Dane
    Zendesk Engineering
    Hi Amin,
     
    Chat skills based routing is not available in Messaging. More information can be found on How migrating to messaging impacts Chat settings. However, you can explore the option for Support Skills-based routing.
     
    Hope this helps!

     

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  • Amin

    Hello Dane thanks for your help. So is there any way to change back to Live Chat? we did not choose to ever migrate to web messaging and now want to use this feature. 

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  • Jeff C
    Zendesk Customer Care

    Hey Amin,

    You should be able to disable Messaging on either the account level or on a specific brand (if you multiple brands) in order to return to Live Chat. Steps can be found here.

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