What are the features of Zendesk Chat?
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 |