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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
4
Followers
5
Votes
1
Comment
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
8
Followers
9
Votes
3
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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
13
Followers
27
Votes
5
Comments
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
4
Followers
2
Votes
1
Comment
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
3
Followers
1
Vote
2
Comments
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.
3
Followers
1
Vote
3
Comments
Chat Queue Limit
Answered
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
9
Followers
10
Votes
4
Comments
When customers type something in zendesk chat, they can get suggestions from zendesk guide. Please add suggestions from...
Posted Oct 21, 2020 · Volodymyr Derba
2
Followers
1
Vote
1
Comment
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
2
Followers
0
Votes
1
Comment
Answering offline customer
Answered
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
3
Followers
0
Votes
2
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