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Chat Integration

I wanted to see what others are using for live chat and the integration with Zendesk. I've heard of Olark and seems cool. I wish it had the ability for users to paste images into the chat window, similar to what HipChat does.

I appreciate everyone's input.

Allen

6 comments

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    Hey Allen,

    Nice to see you in the forums! :) I think this question might be better for the larger community (in our Community Q&A). So I'm going to move it over there for you, ok? General product usage and discussion questions are good for that forum. Hopefully someone there will have some advice for you! Thanks for posting!

    Jennifer

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    Oops, sorry about that! Thanks Jennifer!

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    Hey Allen: 

    What kind of chat features are you looking for? 

    I've heard a lot of great things about Olark and HipChat, though many people choose to use Zendesk Chat because it's included in the subscription plan. If you're using a third-party application, you'll need both a Zendesk plan and your plan of choice from the other service. 

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    Ideally, I would want:

    • Integration with Zendesk where all chats are automatically converted to a Zendesk ticket w/o having to click a button.
    • If a chat requires follow-up or escalation, it can be converted to a ticket as such.
    • Ability to map chat fields to Zendesk ticket fields so agents don't have to retype.
    • Customize the look and feel of the chat button or tab such as color, font, button/tab title, placement, etc.
    • Give the option for customers to chat or submit a support request.
    • Selecting either option will perform a search the knowledge base and topics based on their question.
    • Ability to customize the fields customers must specify and make them optional or required.
    • Custom branding
    • Set the maximum number of concurrent chats per agent.
    • If no agents are available or they have reached the maximum number of concurrent chats, hide the button/tab, only show the option to submit a support request, or show a message such as, "All support representatives are currently assisting other customers at this time. Please submit a support request or try again later."
    • Set business hours and hide the button/tab during non-business hours.
    • Ability for co-browsing (nice to have).
    • Easily share screen shots and files by dragging files into the chat window (nice to have).
    • Robust reporting based on agents, chat fields, etc.

    That's all I can think of for now. :)

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    Hi Allen,

    There are two ways to use a chat. Directly from ticket and from Feedback tab (like black tab at the left side of this page). 

    So, answering your questions (not all:) )

    • Customize the look and feel of the chat button or tab such as color, font, button/tab title, placement, etc.

    • yes, in both ways you can fully customize a Feedback tab and your tickets portal via CSS

    • Give the option for customers to chat or submit a support request.

    • yes, in Feedback tab you can set this option

    • Selecting either option will perform a search the knowledge base and topics based on their question.

    • yes, in Feedback tab you can set this option

    • Ability to customize the fields customers must specify and make them optional or required.

    • yes, if you shows your custom ticket fields you can make it required. Default fields are required too.

    • Custom branding

    • yes, in both ways you can fully customize a Feedback tab and your tickets portal via CSS

    • Set the maximum number of concurrent chats per agent.

    • yes, option is from 1 to 9 by 1, or unlimited

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    Allen,

    Just catching up to this (admittedly a little bit late). For full disclosure, I'm founder of Hipmob (www.hipmob.com), and we're one of Zendesk's integration partners.

    Here's how Hipmob works relative to the features you want:

    • Integration with Zendesk where all chats are automatically converted to a Zendesk ticket w/o having to click a button.

    We enable this setting by default

    • If a chat requires follow-up or escalation, it can be converted to a ticket as such.

    Also enabled by default

    • Ability to map chat fields to Zendesk ticket fields so agents don't have to retype.

    Can toggle this on or off.

    • Customize the look and feel of the chat button or tab such as color, font, button/tab title, placement, etc.

    We give you a ton of customization options: http://www.hipmob.com/documentation/web.html#tabsettings

    • Give the option for customers to chat or submit a support request.

    Also enabled

    • Selecting either option will perform a search the knowledge base and topics based on their question.
    • Ability to customize the fields customers must specify and make them optional or required.
    • Set the maximum number of concurrent chats per agent.

    We dont yet have either of these, but they're on the roadmap.

    • Custom branding

    Available on all paid plans

    • If no agents are available or they have reached the maximum number of concurrent chats, hide the button/tab, only show the option to submit a support request, or show a message such as, "All support representatives are currently assisting other customers at this time. Please submit a support request or try again later."

    • Set business hours and hide the button/tab during non-business hours.

    Both enabled by default

    • Ability for co-browsing (nice to have).

    We do this - view it here: https://hipmob.desk.com/customer/portal/articles/948220

    • Easily share screen shots and files by dragging files into the chat window (nice to have).
    • Robust reporting based on agents, chat fields, etc.

    Weekly emails with response times, response rates, agent stats and more

    Hope this helps. I'm at ayo@hipmob.com if you have more questions/suggestions

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