Synchronize TAGs between Zendesk and Zopim

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17 Comments

  • Yunen Yeo
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    Hi Lisa,

    Thank you for feedback. We are working on pushing Zopim Tags into Zendesk Tickets at the point of ticket creation and hope to have it released by end of this year.

    Will update this post when we have it ready :)

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  • lisa.brown
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    Thank you, Yunen - that's good to hear!

    So push of Tags from Zopim to Zendesk will be available by EO2015.

    What about pushing tags from Zendesk to Zopim? I would hope the release would support bi-direction push of tags?

    Thank you!

    Lisa

     

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  • Ramin Shokrizadeh
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    Hi folks,

    Good news! We just released chat tags and it is available to all accounts as of today. You can get more information on how chat tags works here: https://blog.zopim.com/2015/11/05/organize-your-conversations-with-chat-tags/

    If you add visitor or chat tags during an active chat conversation, those tags will get pushed to the ticket in Zendesk. The tags will not sync between Zendesk/Zopim and adding a tag to the Zendesk ticket will not add it to the chat in Zopim.

    Thanks,

    Ramin

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  • Amy Wilkins
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    What about adding tags to offline chat messages? I have tags set for each department and although our customers can choose the department when it's offline and leave a message, the tickets do not get tagged.

    Amy

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  • Ramin Shokrizadeh
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    Hi Amy,

    There is currently no way to tag offline messages inside Zopim but we are considering adding that enhancement down the road.

    One thing you can do now is integrate Zopim with Zendesk and in the settings set it so that tickets are automatically created for offline messages. That way, you can do the tagging within Zendesk on the ticket and move the conversation to a email ticket. Have you tried this already?

    Thanks,

    Ramin

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  • Amy Wilkins
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    Yes, we already have a Zendesk/Zopim intergration.

    We have different tags in Zopim based on what department the customer selects on the chat form and have built triggers in Zendesk based on the department tags. Unfortunately this falls down with offline chats, as having no tags on means they're not automatically routed to the correct teams/departments via the triggers. 

    It would be great if offline chats could be tagged in Zopim in the same way that active chats are.

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  • Ramin Shokrizadeh
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    Hi Amy,

    Good news! We have added the ability for offline messages to store tags and to be edited on the History tab as an administrator. 

    The tags on the offline message will get pushed to the Zendesk ticket if you are using the previous version of the Zopim-Zendesk integration. The new version of the integration that we released this week currently has a bug where the visitor tags are not being passed to the ticket from the offline message. The team are working on fixing that soon so it will work for the new integration also.

    Try it out and let me know if you have any questions about the functionality.

    Thanks,

    Ramin

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  • Amy Wilkins
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    Hi Ramin

    So to clarify, when someone chooses a department on our chat form when we are offline and leaves a message, the department tag should be automatically added (as it is for online chats)? And then this will be carried through to Zendesk?

    Amy

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  • Ramin Shokrizadeh
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    Hi Amy,

    Not out of the box. You will need to create a Trigger in Zopim to add a tag to the chat based on what department they select or tagged using the JS API.

    The trigger could look like this:

    The tag will be applied to the chat and get transferred to the Zendesk ticket. Like I mentioned earlier, there is a bug with the new ticket creation option and tags not getting pushed for offline messages. The team are working on a fix for this. 

    You can tell if you are on the new version of the ticket integration if the settings page looks like this:

    To ensure that tags for offline messages get sent to the ticket right now, you will want to click on the "Switch back" link to go back to the previous version of the integration until we release the bug fix.

    -Ramin

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  • Amy Wilkins
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    Hi Ramin

     

    Yes we have triggers for department tags set up already, but it's definitely not working for offline chats. None of our offline chats were tagged last night. I have checked the version we are using as advised and it is the old one. Is there any other reason it may not be working for us?

    Amy

     

     

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  • Ramin Shokrizadeh
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    Hi Amy,

    Seems like the trigger method does not apply to offline messages unfortunately, sorry for the confusion. I am working with the product manager working on the Zendesk integration to see if we can push the department tag to the offline message without any extra work.

    Just to clarify one point, do your visitors select the department from the pre-chat form or do you pre-select the department for them using the Javascript API? I tried checking your website but could not find the widget to figure it out myself.

    Thanks,

    Ramin

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  • Amy Wilkins
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    Hi Ramin

    Our visitors select the department from the pre-chat form. It's https://forms.bcs.org/customer-service-chat/

     

    Amy

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  • Todd Cox
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    I'm late to the party but I am experiencing this EXACT predicament!!!! 

    I'm in the same boat as Amy, except we DO use the Javascript API, which doesn't seem to make any difference one the chat is in offline mode. I've even set up triggers as suggested above, to tag the tickets with the chat department, however these tags are not added for offline messages. 

     

    I have the same scenario - I need to route offline messages to different teams and I have nothing in the offline message tickets in zendesk to create a routing trigger off of. 

     

    Did this ever get resolved?

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  • Ramin Shokrizadeh
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    Hi Todd,

    I just tested this out and the tags from the JS API are appearing on the ticket that gets created for the offline message. 

    Please email chat@zendesk.com and they can troubleshoot the problem with you.

    -Ramin

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  • Todd Cox
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    Ok, I do not think we are using the Javascript API to set tags, only set the visitor department. I just assumed since we were setting the department, I could then use a trigger in the chat to add a department tag, but this doesn't seem to work for offline chats. 

    I'm guessing because evidently, triggers do not apply to offline messages? I can test putting a script line in to set the visitor department and see if that carries through. 

     

    Please confirm if you believe my line of thinking is correct. 

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  • Todd Cox
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    Is this the javascript API you are referring to Ramin?

     

    https://api.zopim.com/files/meshim/widget/controllers/LiveChatAPI-js.html#addTags

     

     

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  • Ramin Shokrizadeh
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    Hi Todd,

    Triggers only work for online conversations, not for offline messages. Departments will not get transferred to the ticket but tags added via the JS API will.

    Correct, you will need to use the addTags API that you linked. Once you add tags using the JS API, you can set triggers in Support to set brand/etc.

    -Ramin

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