Craig Obee

Hi Prakruti Hindia, 

Could you please confirm if the email address being passed through is on track to be completed in Q1?

We want to turn on the messaging feature for live chat but if we do it no longer loads the widget correctly in our locally installed/3rd party software. It requires the user to click the blue speech/cloud icon to launch the widget whereas currently with messaging disabled this loads up fine.

Is there a way to either change the widget code slightly so that it launches instantly when the webpage is accessed or will we ever be able to do pro active widget pop ups when messaging is enabled?

This image shows the example of the widget (with messaging enabled) trying to load but it requires the user to click the blue icon before it will. With messaging off this loads up straight away and shows our answer bot and doesn't require this extra click.

Full video example is here

The main reason we want to enable messaging is that our current chats are seeing a lot of disconnections as when there is no activity for 20 minutes it loses the users place in the queue and our customers are becoming frustrated, messaging looks to solve this as it continues on from the previous conversation.

When using the article search and linking articles for customers the URLs the customers see are huge and ugly for the customer to see. When adding to public replies it hyperlinks the article name nicely but this isn't possible on livechat. Many companies using zendesk support to support their customers via livechat use this feature and I always find it crazy how it hasn't been made more attractive and professional yet. I understand the extra part of the url is used to help the customer mark if the article has resolved their issue or not but we'd prefer for the link to look nice and not take up the whole chat widget. 

As a company that search for organisations in Zendesk a lot it would be great to be able to search for not just the name or notes of an organisation but for values in the custom fields too.

We have a custom field that has the organisations unique identifier stored and we would love to be able to search for this as so many organisations share similar to the same names it's hard to differentiate between the search results.

An alternative to the above is to let users/or the zendesk instance as a whole customise the columns shown on the search results. i.e we see Organisation name, notes, created and updated date but adding custom field columns here, also Group would be great.

You can already remove the 2nd and any subsequent emails from end users.
This request is for removing any email address, mainly the only email that has been added to an end user profile.
I hope that it is this that is being worked on :) 

We're currently entering quite a lot of emails manually for our end users and on the odd occasion where we add the email to the wrong user we cannot remove the email address from this incorrect user so are forced to edit the email and then leave this invalid email on the end users profile then add the correct email address onto the correct end user. 

We also have had a few requests from end users to remove their contact details when they either no longer wish for us to hold this information or when they are no longer a customer of ours. Trying to explain to customers that an email needs to be linked to their profile but "we'll edit it to something fake" is unprofessional.

the current workaround as mentioned above is very slow to action and confusing for all of our agents.
If an end user asks us to remove their email address from our system our agents are stuck as there is no "remove" option. We can add a fake email which then gives us the option but agents won't know to do this so it ends up waiting a lot of time wrestling with something that should be much simpler. 

We need this functionality, our customers are waiting for way too long before they are being dealt with and having a terrible live chat experience. a simple trigger to "change department if still waiting for X seconds" is all we need. 

we'd love this too!

We really need this to help us not close tickets under the wrong organisation for those users that have multiple organisations. It currently defaults to the top ORG but if we could ask for the customer ID we could manually change the ORG before solving our tickets.