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Feedback - Chat and Messaging (Chat)

Share your feedback, ideas and experiences related to the use of chat and messaging (Chat).

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It would be great if there was a way of integrating Dynamic Content within triggers. An example of where this would work...

Posted Feb 28, 2020 · Thomas Higgs

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Hello,   We've noticed that the logic of defining dropped chats isn't completely clear, below are 2 scenarios: 1) End...

Posted May 04, 2020 · Wesley Kock

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Zendesk is counting ANY chat where the agent doesn't respond to a message from the visitor as "dropped", and advises the...

Posted Dec 03, 2018 · Lila Kingsley

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Hi, we offer service in 5 languages and chats are sometimes assigned to a wrong department. In this case we use transfer...

Posted Jun 05, 2020 · Mateusz Stasinski

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I love being able to search Guide for a term and easily insert a link to articles in a response to a ticket, I wish I co...

Posted May 12, 2021 · Lorin Rivers

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Every customer we speak have plans or already use chatbots built specific for their needs in-house or by numerous bot pr...

Posted Apr 08, 2021 · Anton M.

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We have a small chat team. However Zendesk has a hard coded chat queue of 30 that cannot be changed. This allows custome...

Posted May 13, 2021 · Alex Duffey

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When customers type something in zendesk chat, they can get suggestions from zendesk guide. Please add suggestions from...

Posted Oct 21, 2020 · Volodymyr Derba

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We have our agents doing double duty, answering both chats and phone calls. We would like a way that would make an agent...

Posted Feb 24, 2021 · Liam Kelly

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Hi! I'm wondering whether there is any possibility to answer a customer after they've gone offline. It seems like they ...

Posted Dec 06, 2018 · Jesper

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