Add the ability to set ticket field values from within Zendesk Chat

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22 Comments

  • Ramin Shokrizadeh
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    Hi Edward,

    Thanks for sharing the feedback. Can you elaborate on what fields and when you need to update them? Is it always at the beginning/end of the Chat?

    Are they the default ticket fields or custom ticket fields you are using?

    Thanks,
    Ramin

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  • Edward Judd
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    Hi Ramin,

    They are two custom fields that we'd like to update at the end of the chat. They are 'enquiry type' fields so we can record the subject of an enquiry.

    Our current workflow is:

    1. Take chat and chat with customer
    2. End chat
    3. Open chat transcript ticket
    4. Set ticket fields in ticket
    5. Manually solve ticket

    The workflow we want is:

    1. Take chat and chat with customer
    2. Set ticket fields in chat window
    3. End chat and auto-solve chat transcript ticket

     

    3
  • Ramin Shokrizadeh
    Comment actions Permalink

    Thanks for the additional information Edward. Can you let me know why you are not using chat tags for enquiry type? This is what most other customers do to categorise the incoming requests.

    If you need the custom fields set today, the best solution would be to set the tag on the chat and create a trigger in Support to set the custom field based on the tag that gets added to the chat ticket at the end of the chat session.

    We have no plans to add the ability to set custom ticket fields in the chat interface for the remainder of this year.

    -1
  • Edward Judd
    Comment actions Permalink

    Hi Ramin,

    We have considered using chat tags but the problem with these is that it's an open text field but we have our enquiry type fields set via drop downs.

    There are a around 50 different 'enquiry types' that our agents can select and so it's not reasonable for us to expect our agents to learn each of the 50. This being the case, we may be unlikely to get accurate results if they were set via tags where the list of enquiry types is not available.

    2
  • Antonio Naddeo
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    Please add the ability to add customs fields directly in the Zendesk Chat interface, so that the agent can set a value for the custom field directly while assisting a customer in the chat. Using tags for categorizing tickets, does not work for complex organization where the categories of contact are very broad.

    We use a dropdown custom field with more than 100 values to categorize tickets. Categorizing our support requests is essential, and we would like to be as accurate to categorize chat, as we are for tickets.

    Why not doing it when the ticket is created after the chat? 

    We have a trigger where if a tag is applied the tickets is solved automatically, this is the case where no follow up is needed, so it's efficient to auto-solve a ticket, but this has the consequence of leaving a huge amount of chat without the category custom field applied.

    Custom fields are an important part of Zendesk, I am surprised that you have not found a way to integrate Zendesk Chat.

    Hopefully some product manager will read at this comment and understand where I came from.

     

    2
  • Ramin Shokrizadeh
    Comment actions Permalink

    Hi Antonio,

    Product manager here, have read your comment and understand your request. Currently, there are no plans to add custom field support to the current Chat experience in the next 6 months. For 2018, we are looking at how we can evolve the Chat experience in the Support product and I have shared your feedback with the team.

    One thing that you can try to not require many triggers is if the tag you put on the chat matches the tag for the value in the custom ticket field (like the dropdown), it will set the value automatically. For your 50 inquiry types, you can potentially create them as chat shortcuts that apply the same tag as the value in the dropdown. Then once the transcript gets appended, the custom field value should be pre-set and the agent doesn't need to do anything/don't need to create a trigger to set the custom field value.

    -Ramin

     

    -1
  • Antonio Naddeo
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    Hello I am seeing that you are working on a redesign of the chat experience for agent currently in beta, I think it would be very smart move to add the ability to add custom fields in the chat interface directly:

    https://chat.zendesk.com/hc/en-us/articles/360001754688-Early-Access-Redesigned-Agent-Experience

    5
  • Jorge Lage Saguier
    Comment actions Permalink

    +1 here. This is also required for us.

    0
  • Antonio Naddeo
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    Any update on this request please ? Custom field are such an important part of the chat flow, we cannot rely on tags. We need custom fields to be editable directly from the chat window. I have 60% of my chat tickets not categorised due to this reason. When will we have a solution for this ?

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  • Ramin Shokrizadeh
    Comment actions Permalink

    Hi Antonio,

    Thanks for your feedback. The team are working on what will become the new chat experience inside of the Support product and it will eventually include the ability to set custom ticket fields while working on the chat.

    There is no public ETA for this change as we are still validating designs and the experience. Once we have an early access program that you can participate in, you will be notified.

    Thanks,

    Ramin

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  • Jon Coon
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    New chat user here but longtime support user and assumed this would be something that was standard (ability to require ticket fields in chat to match support ticket fields and have unified reporting). Major bummer that is not the case (as this is clearly a compelling advantage to unify the reporting/experience from another tool like intercom for example). Maybe Ramin can clarify when you say 'set custom ticket fields' you are confirming that you will be able to use the ticket fields set up on the support side so they are linked?

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  • Ramin Shokrizadeh
    Comment actions Permalink

    Hi Jon,

    The current approach will be that you can use the same ticket fields while in a chat. We will be sharing more information later in the year.

    -Ramin

    1
  • Luisina
    Comment actions Permalink

    +1 We also want this feature on chat. Thanks!

    0
  • MedTravel Portal
    Comment actions Permalink

    Hi Ramin,

    Could you elaborate more on the current approach as you are telling Jon about? I am looking forward to the new features.

    -Mathus

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  • Ramin Shokrizadeh
    Comment actions Permalink

    Hi Mathus,

    We have nothing regarding specifics to share at this point in time, but the solution that will be announced later in the year will address the issue of setting custom ticket fields while chatting with someone inside the Support agent dashboard.

    -Ramin

     

    0
  • Riah Lao
    Comment actions Permalink

    Hi,

     

    Any update on this? We have an open text field (Order #) that we want to update from Chat to the Ticket.

     

    Any workaround?

     

    Thanks

    0
  • Ramin Shokrizadeh
    Comment actions Permalink

    Hi Riah,

    You can submit to be included in the EAP for agent workspace enhancements here: https://support.zendesk.com/hc/en-us/community/posts/360030962134-Using-the-Zendesk-Agent-Workspace-EAP-

    This would allow you to set ticket fields during a chat using the Support agent experience.

    -Ramin

     

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  • Daniel Cox
    Comment actions Permalink

    Hi All,

     

    This feature would just make good business, statistical and analytical sense.

    I understand that you acquired the structure from Zopim - but I'm sure with some work it can work?

     

    I imagine that most businesses would want to track details from their chats (location, product etc.) - I know that you have a 'long way around' way of doing this using chats and triggers.

    But this would involve thousand of these (300 sites, 50 odd scenarios).

    You could release this, which would save hours and hours of peoples time (including your agents having to answer these questions over and over.

     

    Please consider making the fields in the ticket form appear in the chat window and for the ticket to mirror that when created.

     

    Thank you.

    Dan.

    1
  • Rhys Dopheide
    Comment actions Permalink

    entering the Field in a chat would be fantastic.
    we are using the same Fields for Calls & Emails & when a chat ends, the agent solves the chat ticket with the exact same form.

    for a call or email. the form is available During the customer interaction so the agent can enter data during. i see no reason this should not also be possible on a chat.
    Consistency across all communication channels

     

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  • Teodora
    Comment actions Permalink

    Hey, 

    We are also in desperate need of this! Entering a field for type of enquiry for chat should be one of the things that are prioritised as chats cases should be treated the same way as the cases in zendesk email. We need to monitor both and use the data for statistics.

    Furthermore, chat is even more popular than email and phone support these days with the tendency of getting the most popular channel of communication. 

    Can you please, give us some updates here so we know what to expect and when as this is a pain point at the moment and might become a turning one.

     

    Thanks!

    Teodora

     

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  • Anna Lui
    Comment actions Permalink

    Hi there!

    Our team would love it if we could have the ability to add a custom field in our chat window.

    How can we register to be part of EAP? The above link doesn't work.

    Is there a rough timeline of when this will be available?



    https://support.zendesk.com/hc/en-us/community/posts/360030962134-Using-the-Zendesk-Agent-Workspace-EAP-

    Thanks,
    Anna

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  • Nicole - Community Manager
    Comment actions Permalink

    Hi Anna - 

    The Agent Workspace is now generally available: https://support.zendesk.com/hc/en-us/articles/360024218473

    0

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