How to fix issues in Zendesk messaging
Zendesk messaging feature in Agent workspace accounts. This includes how to set up flows using Flow Builder and workflow management.
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What is the difference between Chat and messaging?
Question Why should I use live chat or messaging? Are messaging and live chat different products? Is live chat the sa... -
Can I use a trigger or an automation to identify when the transcript is appended to a ticket?
Question Can I use a trigger or an automation to identify when the transcript is appended to a ticket? Answer Yes, ad... -
How do I turn off messaging and go back to live chat?
Question How do I go back to the last version of chat? Can I disable messaging? Answer Before you turn off messaging ... -
My agent automatically gets assigned more tickets than their capacity allows
Issue symptoms When my agent goes online, they automatically get assigned more tickets than their capacity allows. Fo... -
What happens when a user replies to a messaging conversation when the ticket is closed?
Question After a messaging ticket has been closed, what happens when the user replies in the web widget? Answer When ... -
I don't see the option for proactive messaging
Issue symptoms I don't see the option for proactive messaging in Admin Center. Resolution steps The option for proact... -
How can I see if a messaging conversation was offered to an agent?
Question How can I see if a messaging conversation was offered to an agent who didn't accept? Answer View the events... -
Can I manually redact information in a messaging ticket?
Question A customer sent sensitive information in a messaging ticket. Can I manually redact the information in a mess... -
Where can I change the name at the top of the messaging Web Widget?
Question Can I change the name at the top of the messaging widget? Answer Yes, you can change the name displayed on ... -
My ticket comments are not displayed when printing social messaging conversations
Issue symptoms In a social messaging conversation ticket, when I click ⋮ next to the ticket subject line and then cli... -
Which API can I use for messaging?
Question I'm not able to use Chat APIs for messaging. What can I use for messaging tickets? Answer Chat API endpoints... -
I am unable to receive social media tickets
Issue symptoms Tickets are not being created from all my social channels under Messaging, all my social channels appe... -
Are outbound Zip files supported in messaging?
Question Are outbound Zip files supported in messaging? Answer Yes, inbound and outbound ZIP files are supported for ... -
Why does the transcript show the user left the conversation in messaging?
Question Why does the transcript show that the user left the conversation in messaging? Answer When the user is inact... -
Why can't I see all the dropdown values in messaging Web Widget?
Question Why can't I see all the dropdown values of my custom field in the messaging Web Widget? Answer You can creat... -
Can I display the customer's email in Agent Workspace if I set up messaging authentication?
Question Can I display the customer's email in Agent Workspace if I set up messaging authentication? Answer Yes, you... -
Message limit of 30000 per conversation reached
Question I am unable to send messages to a user with Sunshine conversations. When checking the integration events log... -
With messaging, can I use the chat rescuer trigger?
Question: Is it possible to enable chat rescuer when messaging is enabled? Answer No, it isn't possible. Not all chat... -
How can I implement automatic pop-up for the messaging widget on my website?
Question How can I create a pop-up of the messaging widget, immediately after the website loads? Answer After having ... -
My bot is not recommending articles to users who are authenticated with JWT
Issue symptoms I noticed that authenticated users are unable to see recommended articles in messaging. However, artic... -
How to export messaging ticket comments with author information
Question How can I export comments from messaging tickets along with detailed author information for each comment? An... -
The Solved button is dimmed (grayed out) on my messaging ticket
Issue symptoms When I open a messaging ticket, I cannot solve it. What is causing this behaviour? Resolution steps W... -
How can I fix 409 conflict errors with JWT authentication?
Question Why am I getting a 409 conflict error when authenticating users via Messaging JWT authentication? Answer 409... -
My messaging tickets are created with an empty email field
Issue symptoms My end user creates a request from the Web Widget in messaging and fills in the Email field. However, ... -
Is there a character limit for bot messages in WhatsApp?
Question I'm using bot builder to create a bot for WhatsApp. Is there a character limit for bot messages in the Prese... -
How do I end a bot conversation for a customer when their concerns are resolved?
Question How do I end a bot conversation for a customer when their concerns are resolved? Answer If the end session o... -
WeChat outbound messages are not delivered
Issue symptoms I connected an official WeChat account as part of the messaging social channels into my Zendesk accoun... -
When is a ticket created with the SunCo API?
Question When is the ticket for the conversation created in Zendesk? Answer Tickets are created only after the user r... -
How can I customize the Web Widget to remain open when the page loads?
Question I would like to initially keep the messaging Web Widget minimized until a customer expands it, and have it s... -
Can I use the visitor page URL condition to trigger a proactive message if I use the web widget on a SPA website?
Question Can I use the visitor page URL condition to trigger a proactive message if I use the web widget on a SPA web...