Offline Messages from Chat(Zopim Messages) Generates an internal and public note in ZD | Community
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Offline Messages from Chat(Zopim Messages) Generates an internal and public note in ZD

  • August 12, 2022
  • 3 replies
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Instructor

Hello, I was asked to post here by your CS Team for a workaround on the Offline Messages generating both an internal & a public comment in ZD. 

Issue:

Whenever an end user leaves an offline message in the chat widget. It generates an internal comment + a public comment in a ZD ticket. Because of this, our update user of new comment trigger is firing, but it only contains their last message. Here's an example:

How it appears inside our ZD inbox. Both internal and public comments are generated at the same time

This fires the comment update trigger at the same moment, however the end user only receives copy of their message and not our answer which confuses them. 


This is what the end user receives:

Any insights or workaround will be appreciated. 

    3 replies

    D
    • Dainne
    • August 17, 2022

    Hi there!

    You could include the trigger condition "Does not contain the following tags "zopim_offline_message". That way it won't fire for your offline chats. Hope this helps!

    Instructor
    • Instructor
    • Author
    • August 17, 2022

    Thanks for your reply Dainne. We have tested this and the issue is that if we add this in the trigger,  the end user will not be receiving the update from us once we have answered the ticket. 

      D
      • Dainne
      • August 18, 2022

      If that's the case, that trigger might be the only one you have active on the account with regards to comment updates. What I would suggest is that you'd need to create 2 triggers. 1 for newly created where it notifies the end-user that you have received their request-which also has the tag I've mentioned so it won't fire for offline messages. For your 2nd trigger, it'll be just like your current trigger but this time it would include the condition "ticket is not created" and "ticket is updated". That way it would only fire for updates and not actually when a new ticket is created. 

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