With email piping, you can have all chat transcripts from your Zendesk Chat sent to one or more email addresses. Each Zendesk Chat email address you enter receives a detailed transcript when a chat is over.
Important: Email address added in the email piping list will receive ALL transcripts. For your security, consider only using this feature with trusted email addresses.
To enable email piping
- On the dashboard, select Settings > Account > Email Piping.
- Click On.
- Enter an email address that should receive transcripts.
- To add another email address, click the + next to the field.
- When you've added all the email addresses you want, click Save Changes.
I do not see Email Piping as an option to click when I go to Settings / Account. Is that the only way as a manager to read all chat transcripts?
Email Piping is available for all plans. Due to the nature of your concern, I'll create a ticket for you and investigate further. Please wait for my update via email.
I was able to setup this option. I was in Admin Settings - not the Chat dashboard settings.
How do you turn this off?
I would also like to know how to turn this off.
I do not wish to send the chat transcript to the end-users.
Email piping is a bit different than the chat transcript your end-users get after the end of a chat. If you don't want your end-users to get the chat transcript, you will need to disable this feature in Chat Settings > Account > Zendesk Support tab. You can check this article for more information: Managing Messaging transcript visibility.
"...when a chat is over." Can you please be more specific? Is this when the agent leaves the chat? When the chat ticket is marked as Solved? When the ticket is moved to Closed?
You may refer to our article: When do chats time out?
Is there a template for the chat transcript email?
thank you for your Feedback on this.
At the moment, it is unfortunately not possible to specifically customize the chat transcript Email, but you can of course Customize your templates for email notifications.
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