Introducing messaging

Return to top

68 Comments

  • William C. Michael

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

    0
  • Marco Antonio
    How can I make it to show the chat bot built with the Flow builder in my native android app?
    0
  • Clik Rogan

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

    0
  • Prakruti Hindia
    Zendesk Product Manager

    Hi Megan,

    • 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. 
    • Notification List is visible to all agents who have Chat enabled. This can be managed from your profile in Admin Centre. 
    • 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. 
    • 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 ? 

    - Prakruti

     

     

     

     

    0
  • 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.

    -1
  • Prakruti Hindia
    Zendesk Product Manager

    Hi Clik,

    Thank you for posting your configuration. Minor suggestion on the setup is to remove the Action to Set Channel -> Chat.

    These tickets should continue to have Channel - 'Messaging'. Parts of the product experiences may break if we change the ticket channel. 

    -1
  • Prakruti Hindia
    Zendesk Product Manager

    Hi Ann, 

    Are you referring to request for callback option on the web widget? Currently, it is not supported in new Messaging experience. 

    Cheers, 

    Prakruti

    -2
  • Miranda Burford
    Zendesk Product Manager

    Hi @...,

    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.

    Thanks,

    - Miranda.

    -3

Please sign in to leave a comment.

Powered by Zendesk