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I've got the following setup Native/Legacy FB integration set up Wall posts turned on Comments on a Post create new tickets - ON Include hidden posts - ON Include Wall posts authored by the Page - ON Include unpublished posts - ON Include private messages - YES Messaging turned Off (including FB messenger integration) Agent Workspace turned on I have multiple FB pages integrated. Each of these have an Ad with a 'Send Message' button.  The results when customers click the 'Send Message' button is inconsistent. see below Scenario1  Requester: Page name  Subject: [RandomCustomerName] replied to an ad.  Description: Customer's message and 'via Facebook Messenger' underneath the comment Scenario 2 Requester: Customer Name  Subject: Cus

In the standard web widget config, you can select for the widget to display forms. In the UI config you are only able to display all forms associated with your brand's Help Center. However, you can customize a limited number/selection of forms by adding the snippet for the widget from a different brand.  Say we have 10 forms total. Brand A has 8 forms associated with it. We only want to focus on 3 of them to show up in the Help Center widget, but enabling forms displays all 8 of the brand's forms. I created a Brand B that we don't actually use, associated those 3 forms with it, and used the snippet for the Brand B widget to embed it on Help Center A. You'd probably want to have a trigger in place to change the brand back to A, and may need assignment triggers updated if you're using brand as a condition, but this allows you to have the subset of forms you're customizing for.

Looks like I am not able to disable the chat badge and only enable the web widget.  

I need to display the user's name in the Zendesk chat (for the agents), and I'm using the Zendesk code: window.zESettings = { webWidget: { authenticate: { chat: { jwtFn: function(callback) { fetch('JWT_TOKEN_ENDPOINT').then(function(res) { res.text().then(function(jwt) { callback(jwt); }); }); } } } } }; and the jwt token is as follows: var payload = { name: '#{customerName}', email: '#{customerEmail}', iat: #{timestamp}, external_id: '#{externalId}' }; var token = jwt.

We are looking for a solution that would hide/disabled our chat web widget from Guide for when we meet a current threshold. Perhaps that threshold is average wait time, average handle time, or some other metric we determine. Has anyone seen a automatic/programmatic way to do so using as much core functionality as possible? Any resources would be appreciated. Thank You!

We are looking for a solution that would hide/disabled our chat web widget from Guide for when we meet a current threshold. Perhaps that threshold is average wait time, average handle time, or some other metric we determine. Has anyone seen a automatic/programmatic way to do so using as much core functionality as possible? Any resources would be appreciated. Thank You!

Hello, I was advised to open up a support ticket after posting this under "Talk Q&A", let me know if this is not the right place. Every time I get a call transferred to my T-Mobile phone by another agent my browser picks it up right away. It doesn't make sense because calls are set to ring to my mobile phone, not browser. I have agent forwarding on. Is there a setting somewhere that needs to be enabled/disabled? Or is the agent not transferring the call the correct way? Any insight would be appreciated. Thanks

My current chat tool is being replaced by Zendesk chat, hopefully....However, I would like to customize the appearance of the chat, bot, and messages depending on the placement of the chat widget.For example, on my homepage or sales page, I would like to prompt customers to book a demo or answer sales-related injuries.However, my existing clients who see the chat widget on a different platform should not see the same chat prompts as on the homepage. I could do this with my current chat tool (Tawk.to) by having the ability to set up multiple chat widgets under one account. Any possible solutions with Zendesk chat?

Is there a way to get the number of outbound calls that went to customers Voicemail? I know those kind of calls are tagged as Completed Outbound Calls but we are trying to splice the data if we can get the number of those outbound calls that went to customers voicemail.I know this is not possible with explore even using custom metric/attribute but is there like an app that can do this?Appreciate your feedback in advance. Thanks! 

We recently deployed the Agent Workspace and have been seeing a new error message about chat becoming disconnected. Since we do not use chat at this time I would like to disable/remove this notification. Is there some instructions or advice on how to disable it?

Hello all! I have been asked to prepare to add Chat or Messaging in the coming months.  We do NOT utilize Zendesk Brands and have no plans to add it.  We only have 1 group that is planning on using chat to start, I am looking for ways for the chat/messaging widget to have a form option at the front and if you select the product that offers chat it will give you a live person, if you select any other product it will ask you to leave a message and route as an email.   I currently have a custom field built with conditions to route emails to the right group but hoping I can add this. Any assistance is appreciated. 

I have an activated help center in my web widget, with one article which has "video" in the title. When searching in the web widget for "video" there are no results. What do I need to do so it would find articles from the help center? See screenshot:

What would need to be done to only show the web widget/answer bot to only signed in users on the ZenDesk help center? I believe the following should work, but it doesn't appear to be: {{#if signed_in}}<script type="text/javascript">  zE('webWidget', 'show');</script>{{else}}<script type="text/javascript">  zE('webWidget', 'hide');</script>{{/if}}

Hi, We are utilizing the web widget on our internal site, and are having security issues with the users URL being included on the bottom of the created tickets. We incorporated the updatePath javascript as shown below, beneath our ze-snippet; however, the full URL is still being added to our tickets. Does the updatePath code need to be put somewhere else too?   The widget works very well otherwise, we just can't have the full URL be present on the created tickets.   <script id="WIDGET URL"> </script><script type="text/javascript"> window.zESettings = { webWidget: {

We switched back to Chat from Messaging. We used a 'Click Here' link in articles that would pop-up the messaging widget so customers would use it. It used this  javascript:zE('messenger', open'); I want to do the same thing, but with Chat, I found this code snippet. zE('webWidget', 'show') But I can't get it to work and not sure what I am missing. The idea is for the Article to have embedded links to pop up chat if the customer clicks it.

I'm having a hard time understanding the difference between these 3 despite having read multiple KB articles on the subject web widget (classic) messaging chat Also, why is a web widget (classic) called classic? Is there a successor?  It would be great if someone could give me a bit of history here and a one-liner on each solution. Thanks! 

For myself and most people I've spoken with, the chat widget appears immediately or within a few seconds of loading our webpage. However, one of my coworkers reports that she has to hover over the bottom right corner before the widget will show. The Zendesk support team asked me to have her update her browser (Chrome) and disable any extensions. She did update Chrome, and it's still not working. She's not interested in further troubleshooting with me on it, but I believe there might be a bug and I'm just posting the topic so that if others are seeing the same thing, they can chime in and possibly identify the cause. 

Hello, I have an urgent question, I hope you can help me solve it; I have 2 whatsapp numbers that we want to use for 2 different agents, one number we want to use for Customer Service and the other number for Human Resources; Is there any way that if a message arrives at the CS number, it can be channeled to the agent in charge of CS and/or if a message arrives at the HR agent's number, the HR agent can attend to it? I appreciate your reading in the post and as well as your support in solving my problem.................................. Hola, tengo una duda urgente, espero puedan ayudarme a resolverlo; tengo 2 numeros de whatsapp que los queremos usar para 2 agentes distintos, un numero lo queremos usar para Servicio a Clientes y el otro numero para Recursos Humanos; ¿hay alguna manera de que si un mensaje que llega al numero de CS este pueda ser canalizado al agente encargado de CS y/o si llega un mensaje al numero del agente de HR lo pueda atender el agente de HR

Is it going to be possible to remove caller ID on Zendesk talk?We want to be able to call customers but we don't provide an inbound call service however, when we do 'request a call back' it gives the customer our caller ID. 

Hi there! We're new to Zendesk and are in the process of rolling out Zendesk Enterprise to our team. I'm trying to figure out the most efficient way to temporarily turn off our phone lines for a specific period of time. The scenario is our sales teams have a sales meeting every few weeks that occurs during the first part of our normal business hours. Is the best way to handle this to create a separate business hours schedule and then go in line by line and select that schedule until the meeting ends and then go back to our normal business hours schedule? Is there an easier way by chance? 

I'm working through a Zendesk implementation at my company. We already have a RingCentral implementation, primarily used to queue calls. I'm unsure if I should pursue the Zendesk - RingCentral integration available through the Marketplace, or simply use Zendesk Talk instead. What would be the pros and cons of RingCentral Integration vs. using Zendesk Talk. I see this as a potential opportunity to drop the RingCentral licenses.    Ideally, I would like to maintain the same contact number that currently routes through RingCentral. I am assuming that moving to Zendesk talk would mean a new phone number.

I would like to add a post call survey for my agents once an inbound call ends. Are there any reference articles for how to do this through Zendesk?

We allow users to send tickets via test message. Is there a way to attach the user's cell number to their account so we can more easily identify/validate them? This is for in-house users only. 

Hi there, we use Zendesk Talk only in offline modus, meaning we only make outgoing calls to customers, but don't offer a hotline. One of the reasons why we went for an upgrade with Zendesk Talk was the call back request function. Now we learned that the talk widget with the call back request form only works when agents are online -.this doesn't seem intuitive to us.. don't customer request a call-back when there is no agent available?! which would be either when all agents are already on the phone OR in our case when there's no one online? most customers have time to contact us in the evening or on the weekend, then there wouldn't an agent online anyways.. Is there a work around so we can permanently attach the talk widget with call back request (even if agents are offline)?Thanks and best regards,Kristin

Hi There, we are a relatively small organisation and I am the admin and fulfil team leader responsibilities for Zendesk. I need to be able to listen to live calls but retain my admin permissions. Can this be changed please?