Agent Ticket Chat

Agent Ticket Chat brings real-time chat directly into the ticket sidebar so your team can coordinate on tickets without cluttering the thread or switching tools.

What is Agent Ticket Chat?

Agent Ticket Chat is an in-sidebar app that gives agents a dedicated chat room per ticket. Discuss the case with other agents viewing the same ticket, see who's viewing in real time, @mention teammates to pull them in, and save the full conversation to the ticket as an internal note with one click. Everything stays in context and in Zendesk.

Key Benefits:

• Real-time ticket chat: Coordinate with other agents in the sidebar while viewing the same ticket—no extra tabs or tools.

• @Mentions and notifications: Type @ to mention a teammate; they get notified and can open the mention from the top-bar inbox. Unread indicators keep them on top of where they're needed. Agents without ticket access are added as followers automatically when you mention them.

• Copy all chat to the ticket: Use "Close chat and copy to ticket" to post the full transcript as an internal note with a clear footer (e.g. "— Closed at [time] via Agent Ticket Chat"). Perfect for handoffs, audits, or keeping ticket history complete.

• Built for Zendesk: Respects your app role and group restrictions—only agents who have access to the app can be suggested and mentioned. Mention inbox in the top bar and minimal setup: install, authorize once, and use.

• Presence and collaboration: See who's currently viewing the ticket and optional emoji picker and :shortcode: autocomplete for faster communication.

Gravity CX is a Zendesk Advanced Partner, trusted by organizations across Australia and Asia Pacific to deliver exceptional customer experiences. With deep expertise in Zendesk implementation, optimization, and support.

Data we access:

In line with the Zendesk Developer Terms, we disclose the data used by this app. We read ticket id, assignee, group, and followers to show context and validate access; we write internal comments only when you use "Close chat and copy to ticket." We read agents and admins for @mention suggestions and to add mentioned users as followers when needed, and we read group memberships and app role/group restrictions so we only suggest agents who can use the app. This data is used solely to provide real-time agent chat, @mentions, presence, transcript copy, and follower management. Chat and mentions are isolated by your Zendesk subdomain; other organizations cannot see your data.