Skip to main content
adrienne_long
Contributor ⭐️⭐️
July 22, 2019
New Idea

Integrated Chat Support through Zendesk

Related products:PX In-App Hub (formerly KC Bot)
  • July 22, 2019
  • 7 replies
  • 227 views
We were hoping to get integrated chat support via an engagement which would link through to Zendesk to create a ticket and allow for our support staff to chat live with Users who need assistance.



      7 replies

      harshibanka
      harshibanka
      Gainsight Employee ⭐️⭐️
      July 23, 2019
      cc: @ciarapeter / @mickey

      Harshi (pronounced like the Hershey's chocolate); PLG and Digital CS Evangelist
      julie_pinto
      julie_pinto
      Contributor ⭐️⭐️⭐️⭐️
      July 23, 2019
      I would second that, especially if we could apply audience filters to determine who sees the support chat window. Some of our clients/partners may or may not want chat support enabled, and that would be much more difficult to manage through hard coding in our product. Perhaps this could be a component integrated into the Knowledge Center.

        mickey
        Gainsight Employee ⭐️
        mickey
        Gainsight Employee ⭐️
        July 25, 2019
        Hi,

        You can embed a Chat button in an in-app engagement, if this a targeting use case to offer chat based on user behavior

        Here's how to embed buttons that will trigger Zendesk chat:

        <button "zE('webWidget', 'show')">Show Chat</button><button "zE('webWidget', 'hide')">Hide Chat</button><button "zE('webWidget', 'open')">Start Chat</button>



        mickey
        Gainsight Employee ⭐️
        mickey
        Gainsight Employee ⭐️
        July 25, 2019
        Hi Julie

        What would be the citeria to show the chat option?

        julie_pinto
        julie_pinto
        Contributor ⭐️⭐️⭐️⭐️
        July 25, 2019
        Hey Mickey!

        I could see a scenario in which we would set the audience criteria to some of the following options:

        • Account Name is _________ [list]
        • if it's a specific client that has upgraded to have chat support enabled
      • Integration Type is _______

        • this is a custom attribute for us, it would filter at the partner level, rather than at the individual client level
      • Segment = Accounts Upgraded to Chat Support

        • we may have a scenario in the future where we offer Chat support as a premium support upgrade. We might then create a Segment in GPX to include the accounts with this upgrade, then use the Segment as the audience criteria. That way, if we need to add or remove an account, we can just edit the Segment without having to Pause and Relaunch the engagement.
        [/list]Hope that helps clarify!

        • alextran
        alextran
        Helper ⭐️⭐️
        November 4, 2019

        CC @mickey Do we have this on the roadmap to allow certain accounts/users to only see the chat support?

        willpatterson
        willpatterson
        Contributor ⭐️⭐️⭐️
        July 6, 2021

        We just recently upgraded our ZenDesk plan to include their chatbot and AI, it’d be so great if we could include this within the Knowledge Center Bot. This way we can ensure we target the KC Bot to the correct cohort and give the ZD Answer Bot as an enhanced Knowledge Center experience for our “Fully Automated” cohort - but then potentially the Chat with a live agent to our Enterprise cohort

        Will Patterson
          Terms & ConditionsAccessibility statement