Chat/Messaging

Current behavior: It is currently only possible to delete or redact images and attachments sent in a live chat session after the chat has been closed, via the History tab or ticket redaction tools. During an active/open chat session, there is no option to remove sent images. Desired behavior: Agents (and/or admins) should be able to delete or redact images and attachments immediately during an active chat session, without needing to wait for the chat to end. Why this matters: Customers frequently share sensitive data (e.g., ID documents, bank statements, medical records, screenshots with personal information) in chat images. The current workflow creates a real compliance and data privacy risk: Agents may forget to delete sensitive images after closing the chat. There is no way to act immediately when a sensitive image is accidentally sent.

I have been using zendesk for a while unfortunately due to an update i believe rolled out last year it has been difficult to read ticket due to the new background colour of text. As the new tickets are now Green and yellow it's difficult for myself to read do to being slightly color blind(Green and Yellow). It would be a great feature to have these text backgrounds to be changed as it would be easier for not only my self but other people who may be affected by this. I have tried using extensions but i have not been able to find one which truly does fix this problem Any suggestions for this would be greatly appreciated  Thank again 

Hi, we are missing the Web widget classic on the Zendesk Admin. Does somebody know how we can activate it and what implication does it have? Do be more precise if I go to Channels → Classic → there should be the classic web widget in which you can utilise the custom forms but on our side is missing. 

We’re using the messaging widget and have an issue where, if we don’t add a fresh JWT token, the widget shuts down.When following the example linked in your documentation:https://developer.zendesk.com/api-reference/widget-messaging/web/authentication/#dynamically-fetching-fresh-jwt-tokens-with-loginuserWe’re able to keep the widget alive and authenticated, but the widget UI reloads as if the page is refreshed. Is there a way to refresh the JWT token without causing the widget UI to reload?

I am having some issues when the token expires, and sometimes the “loginUser” method calls my API endpoint to get the new token, and other times it does not.Why is this happening? Am I doing something wrong?zE('messenger', 'loginUser', function (callback: any) {generateZendeskToken().then(response => {callback(response.data.result);}).catch(() => {callback(null);}); First picture is calling the new token.The second one is not. 

Hi All. For a while now, our business has been looking at reporting on the URL's customers are on when they engage with our Web Widget. In Messaging tickets I can see ‘Pages Viewed’ but can find no way to generate any reporting for the URL's. Does anyone have any magic that can help? No Google Analytics i'm afriad. Just Zendesk. 

Hello Zendesk team,We’ve received multiple customer requests regarding the lack of rich text formatting when replying to tickets via the Web Widget (messaging experience).Currently, end users can submit a new ticket using a custom form that includes a rich text editor. However, when replying to an ongoing conversation through the widget, the formatting toolbar is no longer available. This inconsistency creates confusion and limits the user experience, especially for customers who want to include structured information (such as bullet points, emphasis, or code) in their responses.We understand this is currently expected behavior, but we would like to formally request the implementation of rich text formatting support for end user replies via the Web Widget.This feature would greatly enhance usability, improve clarity in customer communication, and align the reply experience with the initial submission flow. Thank you for considering this

Hello, I would like to ask about the "more" tab in messaging that occurs when you are taking 8 or more tickets at the same time. A bit of context, we are using a live chat and integrating it with messaging. So there are a lot of times when our agents have to chat with more than 8 customers at once and for the 9th and so on customers, the tab will push the 1st chat to the "more" tab. Now this has proven quite troublesome for us since there are quite a few unfortunate things that come with the "more" tab. 1. Sometimes tickets that are in the "more" tab don't have any chime on them which makes it difficult for us to know if the customer has replied or not 2. Sometimes tickets that are in the "more" tab don't show the red alert that the ticket has been replied to. Making it difficult for us to keep track of customers' replies. Is this a known problem on zendesk or is there something that can make this happen?,  The second question is f

HiWe are looking to integrate the Zendesk Facebook Integration but we want it to be a secondary messaging app on our facebook page. We have our own bot implemented on our Facebook page and we want to use the Facebook Conversation Routing capability to have Zendesk as a “standby” app that the bot might “hand over” the conversation to when appropriate so an agent can take over. However, the current implementation seems that Zendesk keeps getting the Facebook incoming messages even while in “standby” mode and taht leads to opening a ticket even though our Bot is handling teh conversation. How can we avoid that?

Hello, is it possible to retrieve the email of the Facebook user, when creating a new ticket to transfer to an agent, to avoid creating a new user if it is already present in our zendesk database?

I'm implementing the feature "Enabling authenticated visitors for messaging with Zendesk SDKs". However, I'm encountering an issue where the Zendesk Messaging Widget displays the conversation history of the first authenticated user, even after logging in with a different user. The widget does not reset or reflect the new user's session correctly.

Hi,  I was wondering if it would be possible to configure messaging triggers based on which page the customer has started the conversation from using the widget. We are using the new widget. For example if someone was at our error page we would like the widget to provide a different first message(s). Or if someone was on our login page etc.,  We know proactive messaging can do this. However,  we do not wish to use this feature. But if there is some way to use that functionality on normal messaging that would be great.  Many thanks, Toby 

Hello Zendesk team,We’ve been speaking with some of our users, and they mentioned the inconvenience of not being able to copy and paste images into the Zendesk chat.In other words, when a conversation is started and then transferred to an agent, during the interaction, if the user takes a screenshot, for example, and presses Ctrl+C (or right-clicks and copies), they are unable to paste the image into the chat. This means that any image the user wants to send must first be saved to their computer and then uploaded as a file in the chat.Would it be possible to add this functionality?We appreciate your consideration, this would be very helpfull for us and our users.Thanks!

Need to send message from customized third party application to live agent after making websocket connection. There is no documentation available which clearly specifies how to send message from visitor to live agent.

Im having trouble getting the user input custom field in zendesk chat box to become the ticket title on zendesk support.

Hello everyone! I'd like to know if it would be possible to send bulk messages on Whatsapp via Zendesk? Actually, I'm not really sure if we can make outbound contacts via Whatsapp using Zendesk? Can you please advise? thanks!

I added the messaging web widget to my app and login users if they are authenticated: window.zE('messenger', 'loginUser', function (callback) { callback(token); })   when the user clicks to open the chat for the first time, it creates a ticket for them even when no message was sent on their end. why is this?   

Hi Community,I’m looking to deploy a Zendesk Chat Bot integrated with Microsoft Teams to enhance our internal support process. My goal is to enable employees to interact with the bot directly in MS Teams for basic queries, ticket creation, and updates.Here are some specific areas I’d appreciate guidance on: Deployment Steps: How to integrate Zendesk’s bot with MS Teams effectively? Authentication: Best practices for secure authentication between MS Teams and Zendesk. Customization: Any tips for tailoring the bot's responses and workflow for internal support? Limitations: Are there any limitations or common issues with Zendesk bots on MS Teams? Additional Resources: Links to documentation or tutorials for this integration would be amazing! If anyone has implemented this before or has insi

Hi Community,I’m looking to deploy a Zendesk Chat Bot integrated with Microsoft Teams to enhance our internal support process. My goal is to enable employees to interact with the bot directly in MS Teams for basic queries, ticket creation, and updates.Here are some specific areas I’d appreciate guidance on: Deployment Steps: How to integrate Zendesk’s bot with MS Teams effectively? Authentication: Best practices for secure authentication between MS Teams and Zendesk. Customization: Any tips for tailoring the bot's responses and workflow for internal support? Limitations: Are there any limitations or common issues with Zendesk bots on MS Teams? Additional Resources: Links to documentation or tutorials for this integration would be amazing! If anyone has implemented this before or has insi

Hi support team, I'm using your widget embed in my platformI have a Contact Us form, and I can prefill name and email programatically using zE.identify function, but I have a field called “How can we help you?”  and I don't know how to prefill it programatically ? Can you guide me please? FYI: 1/ I'm using classic widget 2/ I don't want to use sending ticket form via API, the goal is, when our user click a button that outside of this widget, we still can open this form with every field is already prefilled.  

Hey all, We just moved to Workspaces and enabled messaging instead of chat. As a start what are most of you monitoring after building your decision trees?  I am however looking for the following as a start (The canned dashboard isn't helpful):  Ability to drill into flows. Eg. if a customer clicks Billing and Payments, need to see what most of them clicked next Drill into what flows were resolved by the flow and not transferred to an agent

Hello, We are looking to have WhatsApp group conversations in Zendesk. The idea would be to have some sort of communities where our end users (groups of shops that we provide support for) can send us messages and everyone in the group can see everybody's messages and our replies. I have researched this and it seems that this is technically possible in other platforms but haven't seen any reference to it in Zendesk's documentation. Do you know if it's possible? Thank you

Using an incognito window, I created a messaging conversation, and when prompted gave the email address of a known end user. I understand that it is an agent responsibility to be critical of who is chatting if they're not authenticated, but it doesn't line up that way on the backend. When they provide that email address, it gets added automatically, without verification to their interaction/ticket history by the system.  It seems like this means that false records can be created and attributed to an end user without their knowledge. Is there a way of separating known interactions or ones that are verified in some way (ie via email) from ones that aren't?

We have encountered an issue with the Zendesk Messaging SDK related to required fields(customers details) in the greeting message, and we would appreciate your assistance.Issue Description:Currently, messages cannot be sent to the support team until the user fills in all required fields in the greeting message. However, we have noticed the following challenges: There is no way to disable all required fields in the admin center. In some cases, users only enter and send their name. They do not proceed to describe their issue. This behaviour suggests that users may not understand they need to provide additional information after entering their name. Expected Behaviour:We would like to simplify the user experience by disabling the required fields entirely, allowing users to immediately start typing their issue as soon as they open the chat. Questions: Is it

Hi Community - need some advice.  We have an api running to upload any newly onboarded customers as a contact with Zendesk so we are able to identify a contact (with customer attributes) - making it easier to answer the customers query immediately.  The issue is that Whatsapp see the contact number in this format [+27 72 500 400] while the contact is saved in Zendesk in this format [+2772500400] - it does not recognize the contact and create a new contact instead leading to duplicates. We are going to change our API format in the hope that it will fix it - just wanted to see if anyone else had this issue?  We still need to look at bulk migration for the existing duplicates with this error but difficult with apps and the condition that we retain the API upload and not the Whatsapp created contact.