Choose Department for Offline Message - Frequently asked questions
Discover how to select a department when sending offline messages in Zendesk. This page answers common questions and provides guidance on optimizing your support process.
Frequently asked questions
Can I choose a department for offline messages in Zendesk?
Yes, you can choose a department for offline messages if at least one department is online. You can enable department selection on the pre-chat form to route offline messages. However, if your account is completely offline, department selection is…
How can I set a department for offline messages using triggers?
You can set a department for offline messages using Chat triggers in Zendesk. This is useful when your account is offline, and you want to assign offline messages to a specific department. To create this workflow, start by creating a new chat…
What happens to offline messages in Zendesk Chat?
Offline messages in Zendesk Chat are stored in your Chat history and can be emailed to agents and administrators if notifications are enabled. This ensures that even when your chat is offline, important messages are not missed. When a customer…
How do I create a ticket from an offline message in Zendesk?
To create a ticket from an offline message in Zendesk, you can use a custom trigger. This allows you to assign the offline message to a specific group when it is created as a ticket. Start by creating a new trigger. Under 'Meet ALL of the…
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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
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“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
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“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)
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"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
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