Please undo the change that opens the chat constantly now
Feature Request Summary:
Please do not open the support chat window by default on every single page in the admin center. Ideally, it should never open by default on any page, in my opinion.
Starting today, the chat window with Zendesk support has begun opening constantly, basically on every page I load in Zendesk. I close it, click to a new setting, and it reopens, blocking a third of my screen. There are no new messages in it even, making it extremely annoying and unhelpful. This is constant and is especially bad in the admin center, where it opens on the main page, it opens on the view page, and it opens on the settings for a view page. I am going nuts having to close this window every page, that is inevitably blocking all the stuff I need to see.
This is super annoying. Can we please remove this function?
Agree, this is terrible and annoying. I think it was happening because I had unread items in the chat. But if I close it anyway then save this state. Isn't that what cookies are for?
It turned out there was a message from months and months ago on a closed ticket that thought it had something unread, once I scrolled through all the chats ever until I found the one with the red circle and opened it/touched it enough, this stopped happening! Maybe putting the unread messages at the top of the pile would help?
I had the same problem, contacted Zendesk support, and was told that this is a feature, not a bug. CJ is right that, once you read all of the unread chats, the bot goes away.
We don’t even have chat turned on and we are experiencing this issue.
Braydon: It's not the bot that your customers would see. It's Zendesk's bot that allows them to provide customer service to you. I don't think there's an option to turn on/off that bot.
I sometimes get two support ZD bots overlap each other. Have also had about 9 unread messages from ZD bot asking how can it help after page refreshes and etc.
I was told that it only will do that if there are previously unread messages. I suggest opening each unread message and it will stop popping up.
VERY ANNOYING to have this rolled out with no method to control it. What a time waster for the whole team!
OMG yes. Make this stop please for the love of all that is good.
Hi everyone, so sorry for the silence on this one and I want to acknowledge that we hear your frustration with this behavior.
We were consistently hearing from customers that it was difficult to know when there was an update from Zendesk on your issue, and launched this hoping to make those updates more obvious. We hear you that the approach ended up feeling intrusive and unintuitive.
We're working to update the behavior so that instead of automatically opening the widget, when you have an unread notification, you'll just see the badge with an icon indicating there's an update (see screenshot). We're hoping to roll this change out within the next month.
The previous comments stating that this pops up when you have an unread message are correct; as you read an unread update, the notification and button will disappear. The widget does only load your most recent conversations (by creation date) so you may need to scroll to keep loading the older conversations.
Thanks for sharing your suggestions and feedback, I have made note of the following:
- You'd like the widget to remember that you closed it using the X button
- You'd like conversations with unread messages to appear at the top of the list
- You'd like to have general flexibility/control over when and how this appears
We'll take this feedback into account as we plan future updates.
Lloyd, what you're seeing is definitely unexpected! Is this still happening?
Hey everyone, just circling back to report that a change to this behavior was released on August 17. Thanks for sharing your honest thoughts!
I can't cancel my account. I've signed in to the account but the instructions given by the team are not accurate.
I repeat. I can not cancel my account.
You have my authority to close it on my behalf
Hi David! I can see that our support team is helping you in a ticket. I recommend you continue to work with them there.