Look up a chat by the chat id in the Zendesk Chat dashboard history section

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2 댓글

  • Prakruti Hindia
    댓글 작업 고유 링크

    Hi Scotty,

    Does your internal team reference by Chat Id? What do you typically lookup using the chat id?

    We do not support search using Chat id since it is not intuitive for our users to remember Chat ids. However, there are other ways to look up using Chat Id. 

    1. Export Chat Details from History. It creates a CSV with an entry for every chat with Chat Id, Visitor details, Agent, Department, Timestamp etc. 
    2. Use our REST APIs to create your own tool for looking up information from Chat Id. 

    - Prakruti

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  • Scotty Loewen
    댓글 작업 고유 링크

    Hey Prakuti,

    Thank you for the reply!

    Being able to look up the chat id in the history is handy for our internal teams and our managers. We build tools with the APIs and it's nice to be able to simply look up the chat id that has shown up in our reporting. It's exactly like ticket IDs in support (which are equally as unremarkable as chat ids, but still useful to use as a reference when you got the id from somewhere else). 

    The transcript would be completely sufficient for me if it had all the contextual data that the chat detail view in the History section had. Short of being able to search for chats by the chat id, I would love to see tags in the transcript link.

    I would imagine that you designed the transcript to not have such internal dealings as tags on purpose, but the transcript link isn't visible by external users, right? If not, I would love to be able to see tags, transfers, when transfers were added, ratings, etc in that view. 

    I hope that makes more sense!

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