How to Search Live Chat & Messaging - Frequently asked questions
Discover how to effectively search live chat and messaging conversations. This page answers common questions to enhance your Zendesk support experience.
Frequently asked questions
How can I search for live chat and messaging conversations in Zendesk?
To search for live chat and messaging conversations in Zendesk, you need to use the Zendesk Agent Workspace. Simply click the Search icon in the top toolbar and enter your query in the search box. You can search for any part of a conversation, and…
What types of transcripts can I search in Zendesk?
In Zendesk, you can search both live chat transcripts and all web and mobile messaging transcripts. This includes transcripts regardless of their visibility status, whether they are public or private. This flexibility allows you to find the…
How long does it take for new messages to appear in Zendesk search results?
Newly-created messages in Zendesk take about 10-12 minutes to be fully indexed and available in search results. This means there might be a short delay before you can find the latest conversations using the search…
Are Zendesk search results limited to a specific ticket view?
No, Zendesk search results are not limited to a specific ticket view. The search function in Zendesk is designed to search across all tickets, not just those in the currently selected view. This ensures you can find relevant information regardless…
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Customer.io($50M+ ARR)
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
Zinc
Read Zinc's case study
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
Read FreeCash's case study
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