| Sr. |
Scenario |
Is it supported? |
Remarks |
| 1 | Agent chat assignment based on the group selected by the user | ✔️ | - |
| 2 | No agents are available/all agents of a group selected by the user are away | ✔️ |
Chat goes to the group set as default. |
| 3 | No group is set as default and agents of a group selected by the user are away | ✔️ |
Agent away message gets displayed. |
| 4 | An agent can chat in parallel with multiple users | ✔️ |
- |
| 5 | An agent can put the chat in waiting state if the user is not replying | ✔️ | - |
| 6 | An agent can reassign a chat to another agent within their group/another group | ✔️ | - |
| 7 | The agent has access to the entire conversation history of the user with the bot and other agents | ✔️ | - |
| 8 | An agent can block a user for inappropriate conversation | ✔️ | https://support.zendesk.com/hc/en-us/articles/203690976-Suspending-a-user |
| 9 | An agent can view user details entered during the conversation like - name, email id, phone number, etc. | ✔️ | - |
| 10 | Agent goes into an invisible state | ✔️ | A message gets displayed to the user stating that the agent is not available. |
| 11 | Agent goes into away state | ✔️ | Chat goes into a queue. |
| 12 | All agents of a group go in an away state | ✔️ | Users will only be able to send a message via the pre-chat form. This message gets emailed to user and agent and also gets updated on the ticket. |
| 13 | New chat notification alert mechanism | ✔️ | - |
| 14 | Agent entry confirmation on the chat | ✔️ | - |
| 15 | Predefined agent chat responses/canned responses | ✔️ | - |
| 16 | File formats supported on chat | ✔️ | PDF (.pdf), PNG (.png), JPEG (.jpeg), GIF (.gif), Text (.txt) Check this link for more info. |
| 17 | An agent can take notes of chat during a conversation | ✔️ |
- |
| 18 | Agent chat completion confirmation gets displayed to the user | ✔️ | - |
| 19 | Chat restart by the user after the agent closes it | ✔️ | - |
| 20 | The user gets informed when a ticket is closed on Zendesk | ✔️ | - |
| 21 | The ticket owner can reassign the ticket | ✔️ | - |
| 22 | Status change on the ticket by the ticket owner gets communicated to the user | ✔️ | - |
| 23 | Skill-based ticket routing to agents | ✔️ | https://support.zendesk.com/hc/en-us/articles/360000789788-Using-skills-based-routing |
What are the features of Zendesk Chat?
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