Send email alert of incoming chat in queue?

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4 Comments

  • Heather R
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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?

    https://developer.zendesk.com/rest_api/docs/chat/apis

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  • 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!

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  • 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.

    Cheers!

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  • 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?

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