Can messaging web widget send the message from customer by api?
Hi,
I added messaging web widget on the website and this is my requirement.
1. Customer visit on website's product page and need to ask more info about this product.
2. There is a button named like "Ask more info" or "Talk to support" on the page and when the customer click this button, the below is what we want:
2.1) The messaging web widget is opened automatically.
2.2) The system copy that product url and send it to the messaging. It's like the first message sent by the customer so that the agent know what product or the url which the customer stay.
2.3) If 2.1 - 2.2 is not possible by messaging feature, is there any solution to inform the agent to know what product page which the customer is viewing. e.g. can it update that created ticket with product url as internal note.
Regards,
Pakpoom
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Hi Bom Proapp!
Since you are referring to Zendesk Messaging, this means you would be using the Agent Workspace along with it. In the Agent Workspace, there is a User Profile tab that would show the pages that the end-user is on, and even before. These are clickable so if you click on it, it will open tab and load the page where the end-user is.
More information about the Workspace page can be found here.
Hope this helps! -
This is helpful, but we want to be able to pull the page view data in a report. Not dig through individual tickets. How can we pull data on the page the user was on when they opened a ticket without going through each ticket?
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Hi Christina,
There isn't a native way in Explore to get a report on which particular article has been viewed prior to ticket creation.
However, there are three workarounds that might suit your workflow:
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Knowledge base dataset in Explore
Use the Knowledge base dataset in Explore to see the overall role of the users who viewed the articles published in your help center. If you want to create your own custom report, the name of the attribute is Engagement user role. Otherwise, use the prebuilt tab on the Zendesk Guide dashboard and scope the User role filter to the intended role.
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Customer context in the context panel
Within the Support and ticketing instance, if you use the Zendesk Agent Workspace, you can see the visitor path, or the Pages viewed, in the customer context in the context panel. This feature displays the web pages, app screens, or help center articles the requester has viewed.
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Google Analytics
Use Google Analytics to create your own reporting structure. However, Zendesk Customer Support doesn't support this option because the Google Analytics implementation is out of scope.
For related information, see this article: Analyzing your knowledge base activity with Explore.
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Knowledge base dataset in Explore
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