Pete

What is the logic behind including "customer details" in the chat widget if all our users are supposed to be authenticated? What is the case scenario for this? 

We're also getting chat requests simply when someone logs in - they have not started a chat with us - often we send a response but the users is not intending to chat with us - is there a way to stop Zendesk from triggering a chat message to support?

Definitely interested in this fix as we have to keep asking users for their email address

Thanks,

Frank

We want to start using Zendesk to be able to provide catered services to our high touch clients. In doing so, we would integrate "Organizations" add users that belong to that organization. However, while there is one url for all users to go and fill out the ticket form, we would like to be able to create specific page for each of our clients to link to example Monsters Inc can go to monstersinc.ourcompany.support (link) and be able to have a hub where that client can submit, manage and view their tickets.

Is this currently possible via Zendesk?

Within this past month, we are not able to see emails associated with users who chat with us. We have to ask each time what their email is. We've also noticed that some of the users have a green (certified) logo - when we hover it, we can see the email but we can't copy it or do anything with it - is this known behavior, issue or something we can fix within our setup?

Hi Sam,

Though one of the contacts in the email explains they had issues with the image sizes being too large, I don't see that this was an issue - the images are very small in size as you can see in the screenshot.

The only thing I did notice from the email is that there were conversations back and forth with our customer and their customer and the images were not sent to us during the forward, they were attached by the previous user in the email thread. Still, I'm thinking, the email should have made it to Zendesk. We can work around this but thought someone had seen this before - who knows, perhaps it could be the way we're setup too.

Thanks,
Frank

Thanks Sam!

That is helpful. For clarity, the email that we received in Gmail did have the attachments - we just never saw this email arrive in Zendesk as a ticket.

Thanks again!

Definitely could use this feature even if it is the ability to send a transcript when one is requested - that would be helpful too. Thanks!

We recently received an email into our Gmail support account but it did not make it to Zendesk as a ticket. The email was forwarded by the sender into our support email. They were forwarding a complaint from one of their users who had included attachments.

We have forwarding enabled so we think that is not the issue.

The sender with the attachments did mention that they had gotten an error that that the attachments were to large to send. Though, the attachments were too large, wouldn't we still have received the forwarded email?

Any ideas why we did not get the actual forward of the email even without the emails?