Choose Department for Offline Messages in Zendesk
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 not possible.
When customers send an offline message through the Chat widget, it is stored in your Chat history. If offline notifications are enabled, a copy of the message is also sent to the agent and administrator's email. To assign a department to offline messages when the account is offline, you can set up a Chat trigger based on the account status.Learn more about managing offline form settings.
More related questions
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 following…
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