Reviewing and exporting past chats in History

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6 Comments

  • CJ Johnson

    What is the line "URL" in the chat transcript that is being emailed, referencing? 

    -1
  • Ramin Shokrizadeh
    Zendesk Product Manager

    CJ Johnson The URL listed in the transcript email is the webpath URL from the chat. If you look at the chat in the History tab and click on User Info, you can see the historical web path associated with the chat and the URL in the transcript is brought in from that information. 

    -1
  • Andrew Chu

    Hi I have a question on when the completed chat should appear in the History page. We have chats that are already completed and requesters have already left the chat, however in the history list those cannot be located.

    I cannot locate the information in this article, hope you can provide that

    0
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Andrew Chu The chat should be in the History tab once the visitor session has completed. You can click the clear search button to refresh the list. There was an incident last week that caused a delay in the chats from appearing in the list but that should be resolved by now. 

    If you are still noticing chats are not appearing once they are completed, send the ticket IDs/chat information to our support team for further investigation. Thanks!

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  • Andrew Chu

    Thanks @..., by saying "visitor session has completed", that means the visitor has to close his/her Zendesk tab with the chat window, correct? Or simply an "End chat" from agent/visitor would do?

    We're using Agent Workspace btw

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    There are slight differences in the behaviour of the session with agent workspace, it is detailed in this article here: https://support.zendesk.com/hc/en-us/articles/4408836091034-When-do-chats-time-out-

    In agent workspace, the session can end when the agent ends the chat as well which is not the case when using the traditional Chat dashboard experience. 

    Most customers who use agent workspace use the ticket as the source of truth for the conversation record instead of the history tab as well. 

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