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Zendesk messaging


Suspending messaging users

Note: This article applies to accounts on the improved messaging backend. Most Zendesk accounts have ...

Edited Oct 31, 2024

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Zendesk messaging resources

What's my plan? This article contains resources related to Zendesk messaging, specifically for the web and mobile c...

Edited Nov 05, 2024

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About conversational support with messaging

What's my plan? Articles in the series Messaging deployment guide: Introduction Part 1: About conversational s...

Edited Jul 18, 2024

11 votes  ·  71 comments

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Editing and managing messaging triggers

What's my plan? Messaging triggers evaluate and fire on tickets associated with messaging conversations. ...

Edited Jan 02, 2025

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About the standard messaging triggers

What's my plan? To help you get up and running with some best practices for a typical messaging workf...

Edited Dec 18, 2024

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About private attachments in messaging

Zendesk messaging attachments allow both agents and end users to send and receive various types of files within a ...

Edited Dec 17, 2024

2 votes  ·  0 comments

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Allowing agents to end messaging sessions

You can allow agents to end a messaging session with an end user in the Agent Workspace if they ...

Edited Nov 20, 2024

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Understanding multi-conversations for messaging

Multi-conversations let your end users conduct multiple messaging conversations simultaneously in your Web Widget o...

Edited Jan 08, 2025

3 votes  ·  10 comments

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Recipe: Sending a CSAT survey when a messaging session ends

Note: To update the trigger as described in this article, your account must have the custo...

Edited Oct 10, 2024

1 vote  ·  9 comments

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Messaging triggers conditions and actions reference

What's my plan? Zendesk messaging triggers allow you to send messages to customers and optimize your workflows. ...

Edited Nov 15, 2024

0 votes  ·  18 comments

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About ending messaging sessions

In a messaging conversation, a session is the real-time exchange between the end user and agent. End...

Edited Nov 20, 2024

6 votes  ·  30 comments

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Displaying estimated wait time in messaging conversations

Admins can set up messaging triggers to share an estimated wait time with customers for agent engage...

Edited Sep 19, 2024

1 vote  ·  22 comments

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Allowing multiple messaging conversations

Multi-conversations let your end users conduct multiple messaging conversations simultaneously, providing faster re...

Edited Oct 15, 2024

8 votes  ·  10 comments

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Messaging deployment guide: Introduction

Articles in the series Messaging deployment guide: Introduction Part 1: About conversational...

Edited Oct 08, 2024

0 votes  ·  2 comments

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Designing your conversational messaging workflow

Messaging deployment guide: Introduction Part 1: About conversational support with ...

Edited Oct 08, 2024

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Planning your staffing and operational requirements for messaging

Articles in the series Messaging deployment guide: Introduction Part 1: About conversational sup...

Edited Mar 17, 2024

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Planning agent staffing for messaging

What's my plan? In this article, we’ll discuss some common questions you should ask yourself before building a team t...

Edited Jun 21, 2024

1 vote  ·  2 comments

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Rolling out conversational messaging support

Messaging deployment guide: Introduction Part 1: About conversational support with ...

Edited Oct 08, 2024

0 votes  ·  2 comments

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Managing conversation handoff and handback

What's my plan? In this article, we’ll explain messaging conversation handoff and handback, the actio...

Edited Oct 16, 2024

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Giving agents access to messaging channels

What's my plan? Web and mobile messaging is available to all Suite customers and customers wit...

Edited Sep 09, 2024

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Activating agent collaboration for messaging conversations

Admins can manage whether agents can invite other agents to collaborate publicly on messaging convers...

Edited Aug 13, 2024

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Agent Workspace for messaging

What's my plan? If enabled by an admin, end users can send messages to agents through the Web Widget, and agents ca...

Edited Jun 21, 2024

5 votes  ·  24 comments

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Conversational styles in messaging

Messaging, unlike live chat, allows you to have persistent conversations with your customers. One of t...

Edited Jun 21, 2024

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Configuring the social messaging conversational style

Social messaging is an ongoing conversation over a longer period of time. Tickets created from this ty...

Edited Jun 21, 2024

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Working with messaging for your mobile channel

What's my plan? This article applies to Zendesk accounts created after November 2, 2021. If yo...

Edited Aug 30, 2024

6 votes  ·  17 comments

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Allowing customers to continue their conversation over email

What's my plan? Messaging trigger access for Zendesk accounts is being moved from the Chat Dashboard to Admin Cen...

Edited Aug 27, 2024

7 votes  ·  64 comments

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Routing messaging tickets and notifying agents

What's my plan? In Zendesk's messaging for Web Widget, mobile SDKs, and social channels, when a custo...

Edited Sep 09, 2024

1 vote  ·  19 comments

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Understanding messaging triggers

What's my plan? Triggers are business rules that automatically perform actions when ticke...

Edited Jan 02, 2025

2 votes  ·  36 comments

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Creating messaging triggers

What's my plan? Messaging triggers run when a customer requests or interacts with a conversation ...

Edited Jan 02, 2025

3 votes  ·  14 comments

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Setting up notification routing for messaging

What's my plan? Note: If you've turned on omnichannel routing, you'll manage notification settings in Admin Cente...

Edited Dec 06, 2024

0 votes  ·  6 comments

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