Channels

Hey,We have an external company handling the overflow of chat tickets and they should make a report in Explore where you can see the amount of their tickets. However, the problem here is that explore gives a different result than the manually calculated amount of the company in question. So they calculated the exact amount in the tickets for the two days, but I can't get it to match in any way and the reason is probably that they have transferred the ticket back to us. Would it be possible to get a function in Explore where it is enough if you have handled a ticket at some point?

There should be a way that as a company you can decide how to assign inactive message conversations.  For now, they don't affect capacity, but for some organisations, the message ticket is the same as an email ticket so it could have a specific workload.  Maybe what some customers need it to have the option on: - how inactive message are assigned to the first agent > all at once or round robin model within the team - how inactive messages affect capacity > based on inactive/active status or based on ticket status (open vs not open)

I'd like to display the message for offline status when no agents are online, even if it's during business hours. It seems like if it's during business hours, the messaging widget will initiate a chat rather than the fallback form. After submitting the chat message, the initial message for online will display, then a few seconds the message for offline will display. Also, the default online messages (rather than the custom ones) will be used for both the first and follow-up messages. How can I set up the widget to use the custom offline messages when agents are offline but it's during business hours?

Hello everyone, We have been experiencing calls dropping all the time. We changed our wifi, connect agents via cable but still the problem persists. Anyone has experienced this struggle in the past? Every 1/7 calls drop and it is making our customer service team struggle. Could you please help me to fix it?

HelloWe have multiple talk lines.  Is there a way to do the following? based on which line is called, assign appropriate form based on which line is called, automatically assign a tag   For example, if line 1 is called, I want to assign Form 1 and have a tag on that ticket called Line1.What I am asking is for incoming calls and not voicemails that are left. We have a team that answers the calls during business hours but I need to have the right forms assigned. Thanks. 

 The accessed SDK is    implementation 'io.smooch:core:9.4.0'    implementation 'io.smooch:ui:9.4.0',as shown in the picture below, How to close this session manually? No relevant API was found. If the Android side cannot be closed, is there any other way? 

On Zendesk Messenger, I would want to pre-enter name, email address, and a sample message. Previously, `prefill` https://developer.zendesk.com/api-reference/widget/core/#prefill and `chat:send` https://developer.zendesk.com/api-reference/widget/chat-api/#chatsend could be used with widgets. Is it possible to accomplish the same using core messaging?

Use case:I have a spot in my app where someone can click a button to fill out a form. I'm currently doing this via Google's dialogflow CX, and trying to move things into Messenger… the business work flow is that the form needs to be a ticket anyway, and we want to get onto those form submissions as quickly as possible.  In the Core API docs, it suggests the exact use case - to set a conversation field while also using the API to open the chat:Also, if you want to make sure that your conversation fields were set properly before opening the messaging Web Widget, then you would call.. My question then is, how do I use this conversation field in the Flow builder? It seems that the only way that the branch by condition can use a conversation field is to first have a step before it in the flow builder that asks for that field to be filled. Now the field is selectable from the UI of the branch by condition.

We are experiencing an issue with Zendesk support, when we receive chats via messaging. The customers can have the same journey to speaking to an agent however sometimes it will then show in the subject as conversation with [customers name] more often it shows as Conversation with Web User [followed by random characters and numbers]. I am not sure what is causing this to happen.  any suggestions to help look into would be great

Hello,We are using agent workspace, and we were monitoring the active chats per agent on the chat dashboard. We are able to see the amount of active live chats per agent there. Until 31.7.2024, on the “view all” option, we were able to see the amount of chats and whatsapps currently an agent is handling.from 1.8.2024, we cannot see the whatsapps there, only the active chats. We have limited the agents to a current amount of live chats to handle.Since we are maintaining an average response time around 12-14 seconds,  this lack of monitoring of the incoming and current active chats/whatsapps is not really helping. In addition, since the whatsapps are no longer visible on the chat dashboard, i am not sure if they are included in the limit of chats each agent has.. which means that the agent will receive more than the limit that was set for him. So, if anyone can throw an idea how to monitor:1 - Average first response time2 - waiting

Hi everyone, Why am I seeing the same trigger listed 3 times in a ticket's events which happens on all tickets via email? The trigger sets the Group = L1 IT,  and Team Responsible = IT Services. We have no triggers setting Tags, only the ZD auto tag feature on tickets.  I have similar triggers with other support email address that also show 3 times in ticket events.  Group L1 ITTrigger Requests received from itservices@nnnnnnnn.com routed to IT L1 Tags it_servicesTrigger Requests received from itservices@nnnnnnnn.com routed to IT L1 Team Responsible IT ServicesTrigger 

We noticed that some of our tickets have voicemails with background noise. The transcription piece transcribes words that are not there from the noise, creating an unnecessary ticket for us. We have the setting turned off for “create ticket for abandoned calls,” and we have a trigger created that will auto-close tickets without a transcription. How do we prevent this?  

Hi Zendesk Support Team,We need to add a new channel ID to attach our new SDK, but it says there is a problem with our Talk account and asks us to contact customer support. Can you please look into it? And fix this as soon as possible (Attaching screenshot of the Issue) 

Hello We need to react to agent availability events on a Zendesk App using ZAF client, we followed the documentation and could't find these events.Can you please tell us how to do it? How we handling events:https://developer.zendesk.com/api-reference/apps/apps-core-api/client_api/#clientonname-handler-contextvar client = ZAFClient.init(); client.on('app.registered', function(e) { // go nuts });The events we want to handle:https://developer.zendesk.com/api-reference/webhooks/event-types/agent-availability-events/ Thank you!Jorge

I need to establish a developer profile that includes a phone number for end user support. It seems logical to use a Zendesk talk number, so this gets routed to agents and logged as tickets, but I don't receive the code. Is Zendesk blocking Google from sending the Verification code? Is there a workaround? Thanks 

At the moment the Notification list isn't editable and only notifies you of incoming messages for messaging channels.  I'd love the ability to see ticket notifications based on different intents such as requesting an order cancellation or order amendment, which agents need to pick up instantly too.  We do have our ticket priorities, views and SLA's set up to prioritise these tickets within the interface, but we feel for agent efficiency it would be great for each business to be able to organise based on intents and not based on channel.  Any further advice, ideas or thoughts on how others are currently organising top priority tickets alongside messaging tickets to ensure these are getting instant responses would be great :)  Thank you!

Is it counted as 1 new unit every time a customer starts a chat (within a certain period of time)? Do customers need to end the chat for calculation? What if the customer doesn't press end chat?

When I request to open chat simulation, it appear:“Looks like your account is offline at the moment. Your visitors won't be able to chat with you when you are offline. Learn how you can change your status here.”But when I clicked “here” above, it showed “This page doesn't exist. You may have mistyped the address or the page may have moved.”How can I open chat simulation?

We have had Zendesk Support and Zendesk Chat installed for years without problem. Yesterday, we started getting notifications of incoming chats, but the customer was not receiving any of our chat responses. (We verfified this by initiating a chat as a customer.) We turned off chat, presuming it was a system issue. Today, we are no longer getting any notifications of any new chats. They are just queuing up without any notification to any of our agents. Our agents have not changed any chat settings. Is this a known issue currently or is there something we have to do? We have tried on multiple computers (Mac, PC) and multiple browsers.Thanks!

Is it possible to hide the username and email requests on the “Contact Us” screen, so that the user is not required to add these, and the values can be added from VisitorInfo? This is my set up:Gradle/toml:zendesk-messaging = "com.zendesk:messaging:5.4.0"zendesk-chat = "com.zendesk:chat:3.4.0" Application:Chat.INSTANCE.init(applicationContext, "MyAccountKey") Show messaging screen:override fun setUpChat() {    Chat.INSTANCE.setChatProvidersConfiguration(buildChatProvidersConfiguration())    MessagingActivity.builder()        .withEngines(ChatEngine.engine())        .show(context, buildChatConfiguration())}private fun buildChatProvidersConfiguration() =

We are setting up Zendesk Talk as part of a Support suite. We'd like customers to be able to make appointments with us and may use the Setmore integration for this. This would allow customers to make appointments via website and chat, but not by phone…we'd like customers to have the option of calling to make an appointment (and have the call handled by auto-attendant, not a live person). My understanding is that Talk does not support this either. I'm wondering if anyone has integrated with another service to add this feature??

Hi, I would like to hide the email field in the web widget. I found this post: https://support.zendesk.com/hc/en-us/community/posts/360029388034-Hide-some-fields-from-the-widget-  It redirects you to this post: https://support.zendesk.com/hc/en-us/community/posts/360004395348-Hiding-system-fields-in-Web-Widget   Which I am not authorised to view. Can someone either help me with the js code, or give my access to view that post?  Thank you, Amy**Added 9th June: Feature Request (https://support.zendesk.com/hc/en-us/community/posts/360046753854-Feature-Request-Hi

I'm currently looking into setting up the new messaging widget early since the switch will automatically happen in August.  I'm looking to setup the widget to function the same way as the classing widget but I am struggling, I don't want the widget to act as a live chat when someone messages or tries to get answers. If someone needs to get in touch I would like the widget to ask for their email and then open a normal ticket not a chat which our agents will take up.  Is this possible with this new widget?  Could someone point me in the right article or give me some advice? 

Hi!  I just integrated a Whatsapp Account to Zendesk and I cannot delivered messages back to my clients.  Any idea why? Has it happen to other people.   

Hey Zendesk Community! To preface this, I've already discussed this with Zendesk Support, but I'm hoping for some insight from other Zendesk users to brainstorm some alternative ideas.We're using Omnichannel Routing and IVR, and we've enabled Callbacks on our Talk line, but our team has an average callback time of less-than 15 minutes for general support calls, and less than 7 minutes for urgent support calls. We have a relatively small team, and we're overall flexible with agents being able to step away, and/or set themselves to the Away status to work on other tasks.We've been running into an issue where a customer will call in and request a callback, and one agent may see the ticket in our primary view (automatically generated due to Omnichannel) while working on something else, so they'll pause what they're doing to manually call the customer back - but then, if another agent becomes Available, the automated callback request will still ring that second agent