Adding 4 fields in the Zopim Admin

Answered

8 Comments

  • Kundenbetreuung

    Hi there, we requested this feature some time ago and apparently this is something that is definitely necessary and missing at the moment.

    We support this feature request and think that Zendesk Chat users should be able to add and remove fields as on the go - so that it suits each individual business and chat needs!

     

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  • Jacob J Christensen

    Hi Dominic,

    We use tags to add categories to chat tickets, depending on what type of fields and input you need, you might be able to do something similar as a workaround.

    Basically we have a predefined set of categories and have created chat tags to represent these category values.

    Examples

    Billing: cat_billing
    Sales: cat_sales
    Shipping: cat_shipping

    Now, in Zendesk Support we have triggers setup to select the appropriate field value when a chat ticket is updated with the corresponding tag.

    One trigger per tag.

    Hope that helps you out, it should work for all the predefined values you have. But I don't know exactly about the order code bit, which I assume is a unique value.

    Regards,

    Jacob.

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  • Rajat Garg

    Thank you Jacob!

    Hi Dominic & Kundenbetreuung,

    In addition to what Jacob mentioned, you can also consider creating a custom Chat app using Zendesk App Framework to carry over custom fields into Zendesk Support. 

    Just like Zendesk Support Apps, we’re working on making it possible for customers to extend the functionality of their Zendesk Chat accounts with a mix of public and private apps.

    Using app framework, you can create a custom app that surfaces Zendesk ticket fields in the Chat UI and lets you populate there. These fields then can gets brought over into the ticket upon completion using Zendesk Support ticket fields APIs (https://developer.zendesk.com/rest_api/docs/core/ticket_fields#content).

    Chat apps are in private beta currently, and you can sign up for beta here (https://docs.google.com/forms/d/e/1FAIpQLSeE-SfVEqcvVuk5adKLXEm9NckxnBHVTN4M5WYYuF4VhNfCnw/viewform?c=0&w=1) if you are interested.

    Thanks,

    Rajat

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  • Kundenbetreuung

    Hi Rajat, thanks for getting back.

    I don't know if Dominic has the same needs, but we are not looking for additional fields to pull in Data from our Zendesk Support account.

    We are more looking to create additional fields for information that the agent gathers during the chat. At the moment the agent would have to type them all into "Additonal notes" field on the right.

    That is kind of a bummer because the important information does not have an own place (one field for each information).

    So the additional fields for us would not be pulled over from Zendesk Support but rather typed in individually regarding the information our agents get on a chat.

    Is that possible?

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  • Rajat Garg

    Hi Kundenbetreuung,

    What do you intend to do with the additional fields/data that you collect during chat? The app framework that I was referring to above allows you to create and run an app within an iframe in chat window. So basically it is possible to create an app that has text box, dropdown etc that your agents can use to input additional data. Once you capture the data, you can call APIs of an external system to pass the data. That's the integration that I believe Dominic was talking about where they need to save these data in custom fields in Zendesk Support.

    If this is not what you are looking for, and instead you are looking for a way to automatically add tags or notes to chats, you can consider using our JS APIs. Our JS APIs are documented here and you can use these APIs to automatically add tags or notes to chats.

    Thanks,

    Rajat

    Thanks,

    Rajat

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  • Josh

    Use Case:

    We want to know what plan someone is on when they're chatting with a support agent. GoSquared does this easy:

     

    Example: http://bucket.greysignal.com/0g0c0Y2m2W02

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  • Ramin Shokrizadeh

    Hi Josh,

    You can do this today using visitor tags, that is how we do it internally when you chat with one of our advocates. Here is the addTags API docs: https://api.zopim.com/files/meshim/widget/controllers/LiveChatAPI-js.html#addTags

    Alternatively, you can create a private chat app that queries your internal systems to get the plan and billing information for the visitor/customer.

    -Ramin

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  • Sean Bischoff

    I'd like to add my support to this request, and extend it. We would like to display current user session data, in our case cart and shipping and membership information. Since it is already available in our JavaScript data layer, it would be very valuable to be able to send it through the Chat Web Widget, to be displayed in the chat.

    Here is an example:

     

    Why apps don't suffice it.

    1. they don't display in the agent's Chat screen, only in the ticket screen. An agent would have to respond and load the screen in a separate window/tab to see an app, and refer back and forth between screens
    2. An App must make REST calls to our API. Why do this when we have a JavaScript bridge already with the Chat Web Widget, and the data is already present in our data layer?
    3. App needs unique quids to make REST lookups. The only way to do this now would be to create a tag with the guid. This is not the appropriate use of tag, but appears to be the only way provided to get that unique ID to the app.
    4. Even then, the agent still has to 1) copy the guid, 2) go to the app and 3) paste it 4) run the lookup

    ZenDesk if any point above is wrong, please respond with corrected suggestion.

    This app building approach is not cost effective compared to simply extending your chat screen, which already responds to Web Widget data (aka tags) to display customer specific data like this.

    At a bare minimum we could use another data mechanism for app use, so as not to pollute the tag cloud.

     

     

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