Zendesk Chat

What is Zendesk Chat?

Zendesk Chat is a live chat plugin that connects your WordPress site to the Zendesk customer support ecosystem. Developed by zendesk_official, this plugin has been available for 16 years. It allows visitors to chat directly with you through a customizable widget. You manage conversations from an online dashboard. The plugin currently shows 10K+ active installs. It holds a 4.0/5 rating from 27 ratings. The rating mix is notable: 67% are 7% are one-star. This split suggests it works well for many but can frustrate others. The current version is 1.4.18, last updated Aug 20, 2020.

The plugin’s description notes that 83% of consumers need support when buying online. It aims to reduce the 45% of customers who abandon transactions due to unanswered questions. Businesses using this tool can build connections and increase revenue through real-time chat. This is a hosted service, meaning no server software is required. You simply configure the plugin and link it to a Zendesk account.

Key Features of Zendesk Chat

• Mobile Optimized Widget: The chat widget works on any device, letting customers reach you from phones or tablets.
• Proactive Chat Triggers: Automatically reach visitors based on their behavior to increase high-value engagement and sales.
• Advanced Analytics Dashboard: Monitor visitor flow and usage patterns, and jump into chats when a customer needs help.
• Multi-Language Support: The widget is available in over 40 languages, including Arabic, Chinese, French, Japanese, and Spanish.
• Cross-Browser Compatibility: Works across major browsers including Internet Explorer 6+, Firefox, Google Chrome, Opera, and Safari.
• Third-Party Integrations: Connects with Salesforce, UserVoice, Highrise, Batchbook, vTiger, and Zendesk itself.
• 24-Hour Live Chat Support: Zendesk provides weekday live chat support from trained experts for plugin users.
• Customizable Widget Appearance: Adjust the look and feel of the chat widget to match your website’s design.

Who Should Use Zendesk Chat?

This plugin suits site owners who already use or plan to use Zendesk’s broader support suite. It is ideal for e-commerce stores, membership sites, or service businesses where quick answers drive sales. The setup is beginner-friendly, requiring no coding skills. You need a Zendesk Chat account, which has a free plan for WordPress users. Power users can upgrade for more concurrent chats and features. The plugin is best for operators who want a proven, hosted solution rather than a self-hosted chat tool.

If you manage a small store and need a reliable way to catch abandoning customers, this plugin fits. The 67% five-star rate indicates many users find it effective. However, the 19% one-star rate and zero resolved support threads in the last two months are warning signs. Users with technical issues may struggle. The plugin is tested up to WordPress 5.5.18, which is several years old. Compatibility with newer WordPress versions is uncertain.

Installation & Setup

Install the plugin from the WordPress directory and activate it. Then go to the Zendesk Chat section and click Account Setup to link your account. The process is straightforward for beginners. You customize the widget’s look and feel, then enable it. The plugin requires WordPress 3.1 or higher and PHP4 or PHP5. Note that outgoing PHP Curl connections must be allowed on your server for the plugin to link up.

Support & Community

The support data for Zendesk Chat is concerning. In the last two months, there are 0 open threads and 0 resolved, giving a 0% resolution rate. This suggests the developer is no longer actively monitoring the WordPress.org forum. The plugin was last updated Aug 20, 2020, over five years ago. For help, users are directed to Zendesk’s own website or email at chat@zendesk.com. The plugin’s 19% one-star ratings likely stem from unresolved issues or incompatibility with modern WordPress versions. If you encounter problems, your best bet is contacting Zendesk directly, not relying on the plugin’s forum.