Limitations of Zendesk Pre-Chat Form
What are the limitations of the Zendesk pre-chat form?
The Zendesk pre-chat form has limitations in the information it can collect. It can gather basic details like tags and visitor information, which are added to the ticket, but visitor notes are not saved. This means you might not be able to collect all the information you need directly through the standard form.
If you require more detailed information or want additional fields, you will need to create a custom widget. This involves using the Web SDK to add fields and render their values through a custom-built chat app. Keep in mind that the Web SDK is no longer being developed, so for more advanced features, consider using Zendesk Messaging and Sunshine Conversations.
More related questions
Can I add extra fields to my Zendesk pre-chat form?
You can't natively add extra fields to the Zendesk pre-chat form. The standard pre-chat form is limited in the information it can collect, and not all of it is saved in the ticket. For instance, while tags and visitor information are added to the…
How can I customize the Zendesk pre-chat form?
To customize the Zendesk pre-chat form, you need to use custom widgets. The standard pre-chat form allows for minor customization, but to add additional fields, you will need to use the Web SDK. This allows you to render the values of these fields…
Is the Web SDK still supported for customizing Zendesk pre-chat forms?
The Web SDK is no longer undergoing further development as of September 22nd, 2021. While it can still be used to add additional fields to the Zendesk pre-chat form, it may not be the best long-term solution due to the lack of ongoing support. For…
What alternatives exist for adding fields to Zendesk pre-chat forms?
If you need to add fields to Zendesk pre-chat forms, consider using Zendesk Messaging and Sunshine Conversations. These platforms offer more flexibility and advanced features compared to the standard pre-chat form. With Zendesk Messaging, you can…
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