As the Zendesk product family grows we want to ensure that customers continue having a seamless experience when using multiple products.
Today we'd like to share some updates we've made for Zendesk Support customers using Chat. We've outlined below the changes you'll see in your account over the coming weeks.
The Personal profile has been updated to allow you to change your display name as well has set a personal chat limit (if Chat Routing is enabled for your account or department).
The agent management page is now accessible in the Chat dashboard. Clicking on "Add Agent" lets you add an agent via Zendesk Support.
Once a new agent is created you can click on their name to edit their display name and chat limits.
The Chat dashboard will only be accessible via <subdomain>.zendesk.com/chat/agent, and dashboard.zopim.com will no longer be in use.
If you are a Support customer accessing the Chat dashboard via the Product Tray you will notice some minor changes.
In the older experience, Agents who started a chat would use a Chat interface that looked something like this:
To continue streamlining our user experience across products, we have unified the agent chatting experience on the Chat Dashboard.
Going forward, when an agent starts a chat their chat interface will look like this:
Automatic Chat Login
Going forward, your agents will have the option of automatically logging into Chat as soon as they log into their Support account. This will ensure chat widget on your website or app will go online and customers can start chatting with you. If you'd like to enable this feature you can do so through the Zendesk Chat app configuration page:
You will no longer be able to use the older version of ticket creation. For details on the two versions, see Chat-Support integration v2 FAQs.
Single Sign-On (SSO)
You will no longer be able to use a unique Chat email address and password to login (if applicable). Your existing Single Sign-on (SSO) that you use for Zendesk Support will not be impacted, however.
You will no longer be able to log into the WordPress plugin using your old Chat credentials.
However, you can install the Zendesk Support for Wordpress plugin, using your Support credentials, then enable Chat in the Web Widget. Go to https://wordpress.org/plugins/zendesk/ for information on the Zendesk Support for WordPress plugin.
- Account and agent data will be read-only for the Chat REST API. To create, update, or delete account or agent data, use the Zendesk Core API instead.
- Basic authentication won't be supported going forward. Instead, you must use OAuth authentication. If you've previously set up basic authentication, it will continue to work, but you won't be able to modify it.
- After the migration, you'll need to recreate your previously created OAuth token for the REST API to work.
We hope these changes make your chat experience better and easier. If you have any feedback or comments, please let us know in the comments.