Chat transcript automatically sent for customer

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7 Commentaires

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi there Lucas,

    Since you are using the Support and Chat product, you can look at using the automatic ticket creation with public transcript visibility: https://support.zendesk.com/hc/en-us/articles/203661666-Setting-up-Zopim-Chat-in-Zendesk#topic_k3r_g4t_h4

    This would automatically send a ticket with the transcript once the chat session ends.

    -Ramin

     

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  • Lucas O.

    Hello Ramin, one question about this: the ticket created will be automatically sent to the customer, so he could read messages later?

     

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Correct, if you set the transcript visibility to public in the ticket creation settings.

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  • Valentina Grishkevich

    What if I don't want to create tickets our of past chats?

    I only want to send transcripts.

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  • Gail L
    Zendesk Community Team

    Hi Valentina,

    For the transcripts to be sent automatically to the customers you would need to use automatic ticket creation option that does create tickets in support. Transcripts can be manually sent the customer from the chat interface, but it wouldn't be automated.

    If the issue is that you don't want agents to have to solve chat tickets that are sent over to support, you could build a business rule that tickets create via the chat channel are automatically closed. That would allow you have the transcripts sent automatically without having the chat tickets in your agent's queues. 

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  • Valentina Grishkevich

    How do I set that business rule to close tickets from online chat but not from offline chat? Could you point me in the direction of the necessary settings?

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  • Gail L
    Zendesk Community Team

    Hi Valentina,

    Yes, I can give you some examples. First double-check that you have the contact form for the web widget enabled in your Support settings. The contact form is what displays to your users when no one is available for chat with this setting on.

    By using the widget contact form to create tickets when no one available for chat you can also have a trigger that only fires on chat tickets, because the tickets created for chat transcripts are identified as coming in via the Chat ticket channel, but the tickets sent in via the contact form are coming from the Web Widget ticket channel.

    For the trigger that is running on the chat tickets you'll want to look for an update that includes the tag zopim_chat_ended, which is automatically added to the support ticket after the customer leaves the chat. That way the chat transcript will be sent to the customer when the transcript is added to the ticket (make sure the ticket creation option you set up in chat sets the transcript as public for this work), but the trigger will also automatically solve the ticket so your team doesn't have to take any action themselves. 

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