What are the features of Zendesk Chat?
Written by Soham Amburle
Updated on August 26th, 2022
- Getting Started
- Bot Building
- Conversation Design
-
Developer Guides
Code Step Integration Static Step Integration Shopify Integration SETU Integration Exotel Integration CIBIL integration Freshdesk KMS Integration PayU Integration Zendesk Guide Integration Twilio Integration Razorpay Integration LeadSquared Integration USU(Unymira) Integration Helo(VivaConnect) Integration Salesforce KMS Integration Stripe Integration PayPal Integration CleverTap Integration Fynd Integration HubSpot Integration Magento Integration WooCommerce Integration Microsoft Dynamics 365 Integration
- Deployment
- Agent Setup
- Analytics & Reporting
- Notifications
- Commerce Plus
- Troubleshooting Guides
- Release Notes
| 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 |
