Seeing when agents send transcripts via chat

답변함

5 댓글

  • Prakruti Hindia
    Zendesk Product Manager

    Hi Lauren,

    Thank you for writing in. It seems you are using Zendesk Support as well Chat. It is possible to automate the process of creating tickets and sending out transcripts to your customers by setting up ticket integration flow between the two products. 

    This article outlines the process to integrate ticket creation from Chat to Support. Once the integration is complete, we  can opt in to have tickets created with transcripts and sent out to the customers by setting Transcript visibility to public.

    Look forward to know if this works for you.

    - Prakruti

     

     

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  • Lauren Williams

    Hi, sorry but could you re-read my question.

    I'm aware we can automate sending the transcript, however, that's not something we want to do. 

    0
  • Prakruti Hindia
    Zendesk Product Manager

    Hi Lauren,

    Sending out transcript using automatic ticket creation would reduce the agent handling time as well as remove the need for marking compliance. 

    Apart from automating the flow, we do not support another way to ensure that chat transcript was sent to the customer. 

    - Prakruti

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  • Kevin

    The SDK lets users choose "Send Transcript" or "Dont Send Transcript"  

     

    Am I not able to create an observer that listens for this event? It shows up in the agent chat logs. Please help.

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  • Kyle Jones

    Hey there Kevin,

    Unfortunately, this would be correct. This is functionality that is not a part of our SDK currently. Equally, I haven't seen the request for within Product Feedback (Chat/Message) but I would highly recommend submitting Product Feedback for our SDK with why this feature would be needed. I'm not too sure if you have the same reason as Lauren above, but any additional information you could provide would be immensely helpful!

    I hope this helps, and I'm very sorry for the inconvenience here.

    0

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