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Chatting with ZEN Support Team

Jakub Raduszewski
Updated

Question

How does Support Chat work in ZEN app? 

Answer

Please remember

When using ZEN Support Chat:

  • If you have a chat that has not been resolved, please add any comment related to that request in the relevant chat, instead of creating a new conversation.
  • If you have any new questions, unrelated to already created cases, please feel free to create a new conversation.
  • During service incidents, we may respond slower than usual. We understand that you expect quick replies, and we're working to handle all questions as soon as possible.

An upgrade was implemented to the ZEN Support Chat! We now support hosting multiple chats in the ZEN app in cases where you report more than 1 request to us. Thanks to multiple conversations, cases will no longer be mixed in 1 chat - instead, each case will have its own chat.

Information

This feature is currently available in the ZEN mobile app. Support for multiple chats in the ZEN Web Portal is coming soon. For now, chats created in the ZEN app will not show up in the ZEN Web Portal. Update the ZEN app in the App Store or Google Play to get started.

To use ZEN Support Chats in the app:

  1. Log in to the ZEN mobile app.
  2. Go to the main screen with our mascot.
  3. If you have a question not related to a specific payment:

    1. Tap the chat button in the top right corner.

       

    2. Select “Chat with us”.
       
    3. A summary of all previous chats and messages will appear with the name of an Agent to which the case is assigned, the date, and the content of the last message. If you see "ZEN" in the name field, it means the case is currently assigned to our Support Bot.
    4. Click "New conversation" to start a new chat, or choose an existing thread to continue the already reported case, just like in similar messaging apps. Currently, you cannot delete chats from the list - they serve as your archive of communication with ZEN.
       
  4. If you have a question related to a specific payment:

    1. Swipe up to see the transaction history.

       

    2. In the transaction history, select the payment from the list.
    3. Click on “Get help” button.
    4. Select “Contact support”, and then “New conversation” — you will be redirected to our chat with transaction details available for us.

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