Send email alert of incoming chat in queue?



  • Heather Rommel
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    Hi Barry, 

    I've struggled with this too. I would love to have a way to hook Zendesk Chat up to email, Slack or Google Chat but there's no inherent way to do this as far as I can tell from a UI perspective.  I hope someone else jumps in here to help us both out! 

    I wonder if a developer would be able to leverage real time Chat API or something like that to make a solution?

  • Barry Downs
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    Hey Heather,

    Thanks for the reply, it's warming to see I'm not the only one interested in this!  Slack notifications would similarly be fantastic.

    I'd previously had a look at the Chat API and I think it would be possible to create a solution using that, but alas I know my strengths and coding/web development isn't one of them!

    It seems weird that an incoming chat seems to only create a ticket when we respond, rather than when the chat request arrives (if the latter was the case, it would be possible to send out notifications based on the zopim_chat tag).

    I set up a trigger that alerts us of a missed chat (e.g. customer contacts us, sits in queue and leaves when nobody responds), but ideally we don't want to be missing any chats.

    If anybody else has any input it would be much appreciated!

  • Brett - Community Manager
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    Hey Barry,

    As you might have guessed, the only way to set up this sort of workflow is through the use of the Chat API

    If you don't have a developer team available to assist with this, we do have a professional services team available that can set this up at an additional cost.

    Let me know if this is something you're interested in and I can get you in touch with your account manager.


  • Andrew J
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    Could anything be done with the fact that chat creates a ticket at the beginning of the chat? Perhaps the creation of this could be used? Conditions: Ticket created, Channel Chat. Actions: Email agent...?

    Have you got desktop notifications turned on?

  • Barry Downs
    Comment actions Permalink

    Hey Andrew,

    The ticket isn't actually created until the chat is answered (at which point the email notification wouldn't be required) or the chat is abandoned by the customer (at which point we already have a notification set up to alert us of an missed chat).

    I attempted to create a notification based on the ticket creation for the chat channel (even going as far to trying a trigger based on the chat tags that are added when a chat ticket is created), but none of these serve the purpose that I'm aiming for.

    Agents have desktop notifications enabled, however given the other tasks that they perform on a day to day basis, missing the chat notification is incredibly easy.

    Thanks for your help though.


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