Difference Between Contact Form and Offline Form in Zendesk
What is the difference between the contact form and the offline form in Zendesk?
The contact form and the offline form in Zendesk serve the same purpose of capturing customer requests or messages through the Web Widget. However, they cannot be enabled simultaneously.
The offline form is a feature of Zendesk Chat, suitable for standalone Chat accounts, allowing customers to send offline messages through the Chat widget. These messages are stored in your Chat history and can be emailed to agents if offline notifications are enabled. However, offline forms do not automatically create tickets.
On the other hand, the contact form is a Web Widget feature that allows customers to create tickets, making it ideal for accounts using Zendesk Support. It supports additional functionalities like custom ticket fields and forms. For more details, visit theoriginal link.
More related questions
How does the offline form work in Zendesk Chat?
The offline form in Zendesk Chat allows customers to send messages when agents are unavailable. These messages are stored in Chat history and can be emailed to agents if notifications are enabled. This feature is particularly useful for standalone…
What is the purpose of the contact form in Zendesk's Web Widget?
The contact form in Zendesk's Web Widget is designed to allow customers to create support tickets directly. This feature is ideal for accounts using Zendesk Support. It offers additional functionalities, such as the ability to use custom ticket…
Can I enable both the contact form and offline form in Zendesk simultaneously?
No, you cannot enable both the contact form and offline form in Zendesk at the same time. They serve the same function of capturing customer messages, so only one can be active at a time. If both forms are enabled, the pre-chat form will still…
How can I create tickets from offline messages in Zendesk Chat?
To create tickets from offline messages in Zendesk Chat, you need to configure ticket creation settings in Zendesk Support. The offline form itself does not automatically generate tickets. By setting up Zendesk Chat within Zendesk Support, you can…
Is the offline form available in Zendesk Messaging?
No, the offline form is not available in Zendesk Messaging. Messaging is designed as a semi-synchronous channel and does not include a separate offline form. Instead, tickets are created when the 'Transfer to agent' step is reached. To collect more…
Will enabling Zendesk Messaging replace my old Web Widget Classic?
Yes, enabling Zendesk Messaging will automatically replace your old Web Widget Classic with the new messaging widget. If you have multiple brands, ensure they are included under the 'Turn on messaging for these Web Widget (Classic) brands' option…
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