In order to set up Zendesk Chat from within Zendesk Support, you must be a Support administrator.

To set up Zendesk Chat if you don't have a Chat account

1. ClickAdmin() , then selectChannels > Chator selectChatfrom theproduct tray.
2. ClickActivate Chat trial.
3. 你Zend亚博esk Chat account is created and opens automatically.
4. In the welcome window that appears, follow the introductory slides until you are prompted to fill in your Display name and other details, then clickNext.
5. The next slide will show you your widget code which you can use to embed Chat support on your website - You can either copy and paste it into your site code now, or leave it for later and click 'Go to Visitor List' to open the dashboard.

To set up Zendesk Chat if you already have a standalone Legacy Chat account

1. ClickAdmin() , then selectChannels > Chator selectChatfrom theproduct tray.
2. ClickSign Inat the bottom of the page.
3. Enter the email address and password you use to sign into your current Zendesk Chat account, and clickLink and Sign InThis will open your Chat dashboard

To serve chats you can:

When you create a Chat account from within Support, you can manage chat permissions from agents' profiles. The number of agents you can give chat permissions to depends on your Chat subscription. You can purchase Chat licenses for all or just some of your Zendesk Support agents. You can also have Chat agents who aren't agents in Zendesk (seeTo make someone a chat-only agent, below).

To turn chat permissions on or off for an agent

1. Open the user's profile.
2. Toggle theZendesk Chatfield to On or Off.
   Note::You can only turn chat permissions on for as many agents as your Chat subscription allows. To view details about how many Chat agents you have available, clickAdmin(), then selectChannels > Chat.
3. To change the agent's alias that appears Chat, edit theChat Namefield.

Chat-only agents have full agent access to Chat but only have limited access to Support. Chat-only agents are not available to customers using Zendesk Suite.

Chat-only agents can:

聊天仅仅代理不能:

To make someone a chat-only agent

• Open the user's profile.
• UnderRole中,选择Chat-only Agent.

  

After you set up Chat-Support integration, the Chat icon appears in two places:

• Join, leave, or respond to chat conversations by clicking the Chat top toolbar icon.
• Access the Chat dashboard, which contains Chat settings and account details, by clicking the Products icon and selecting Chat.

You can configure different settings for how tickets are created for both chats and offline messages, as well as whether chat transcripts appear in the ticket as a public reply or private comment.

To configure ticket creation

1. From the Chat dashboard, selectSettings > Account > Zendesk Support tab.
2. UnderTicket Creation -- Chats中,选择settings for chat tickets:
   • Automatic Ticket Creation:To automatically create a Support ticket when a chat starts, selectAutomatic. For agents to manually create tickets, selectManual.

   • Transcript Visibility:SelectPublicorPrivateto determine how the transcript is added to the ticket.

     Private comments are visible only to agents, while public comments are also visible to ticket requesters and any other end users that are CCed on the ticket. Details about the visitor's location, IP address, and referring URL are also automatically added to tickets, but are always added as private comments.

   • Ticket Assignment:SelectFirst Agentto always assign tickets created from chats to the first agent who served the chat, regardless of whether the chat was transferred to another agent. SelectLast Agent分配门票代理谁结束了聊天。Note that with this option, tickets are still initially assigned to the first agent and are reassigned to the last agent only after the chat has ended.
3. UnderTicket Creation -- Offline Messages, also configure theAutomatic Ticket CreationandTranscript Visibilitysettings as described above.
4. ClickSave Changes.

Note:This setting only affects tickets created from chats handled in the standalone Zendesk Chat dashboard. This does not affect tickets created using Chat in Zendesk Support, as described above.

You can set up who tickets created from chats are assigned to in an agent's profile. Agents can do this themselves or administrators can set it up in an agent's profile. If you don't enter this setting, tickets aren't automatically assigned to anyone.

To edit who chat tickets are assigned to for yourself

1. From the dashboard, navigate toSettings>Personal.
2. Click theZendesk Supporttab.
3. Enter a Zendesk agent's email in theZendesk Support Emailfield.
4. ClickSave Changes.

To edit who chat tickets are assigned to for someone else

1. From the dashboard, navigate toSettings>Agents.
2. Click the name of the agent whose profile you want to edit.
3. Enter a zendesk agent's email in theZendesk Support Emailfield.
4. ClickSave Changes.

You can make the Zendesk Chat widget appear to end users in a few different ways:

• Add the Zendesk Chat widget directly to your website. SeeAdding the Chat widget to your website.
• Enable the Zendesk Chat widget in your help center. SeeProviding targeted support in your help center with Zendesk Chat.
• Use the Zendesk Support Web Widget (Classic). SeeUsing Web Widget (Classic) to embed customer service in your website.