Zendesk Chat - Detailed Review

Frequently Asked Questions about Zendesk Chat

How can I set up and manage live chat in Zendesk?

To set up and manage live chat in Zendesk, you need to configure several key components. Start by ensuring your triggers are set up correctly to route chats to the right agents or departments. Use triggers that evaluate conditions such as department, agent availability, or visitor information to direct chats to the most appropriate group.

Why are chats not being routed to other available agents?

Chats may not be routed to other available agents due to incorrect trigger settings or department configurations. Check that your triggers are set up to account for agent availability and that all agents are properly assigned to the relevant departments.

How can I create a shortcut in chat for only a visitor’s first name?

You can create a shortcut in chat for only a visitor’s first name by using placeholders. Set up a shortcut that includes the placeholder for the visitor’s first name, which helps in personalizing the communication with your visitors.

Can I start an internal chat with another agent?

Yes, you can start an internal chat with another agent within the Zendesk platform. This feature allows agents to communicate and collaborate without leaving the platform, which can improve efficiency and teamwork.

How can I oversee conversations in messaging and live chats?

Overseeing conversations involves monitoring interactions to ensure quality and consistency. Use tools within Zendesk to view ongoing chats, review past conversations, and provide feedback to agents. This helps in maintaining the quality of customer service.

What type of triggers should I use to route chats to specific groups?

To route chats to specific groups, use triggers that evaluate conditions such as department, agent availability, or visitor information. These triggers ensure that chats are directed to the most appropriate group, improving response times and customer satisfaction.

Can I turn my chats into tickets when I am offline?

Yes, you can turn chats into tickets when you are offline. This feature allows you to capture customer inquiries and follow up later, ensuring no communication is lost and maintaining customer satisfaction even when you are not available.

How do AI chatbots integrate with Zendesk Chat?

Zendesk AI agents are pre-trained on over 18 billion real interactions and can handle complex requests. They provide 24/7 multilingual support across all preferred channels and can be customized to align with your brand. These AI agents integrate with your knowledge base and business systems, enabling them to tackle complex queries and enhance customer loyalty through personalized support.

How can I troubleshoot issues with live chat?

Troubleshooting live chat issues involves identifying common problems such as chat disconnections, error messages, or settings visibility. Start by checking your internet connection, reviewing error logs, and ensuring that your chat settings are correctly configured.

Can I assign skills to agents for skills-based routing?

Yes, you can assign skills to agents for skills-based routing. This feature ensures that chats are routed to agents with the appropriate skills to handle the inquiry. You can verify the skills setup and ensure that the right skills are assigned to agents using triggers and other tools within Zendesk.

What is the cost of using Zendesk Chat?

The cost of using Zendesk Chat varies depending on the plan you choose. The basic plans start at $19 per agent per month for the Support Team plan, which includes a ticketing system and support channels. More advanced plans like the Suite Team and Suite Growth offer additional features such as 24/7 standard bots, SLAs, and multi-language support, with prices ranging from $55 to $115 per agent per month.