Prevent Chats to Offline Departments in Zendesk
How can I prevent chats from being routed to offline departments in Zendesk?
You can prevent chats from being routed to offline departments by using the Zendesk API to update the widget settings. The widget does not update in real-time when a department goes offline, but you can force an update using the API.
By checking the department's status and ensuring the visitor is not in an active session, you can use theupdateSettingsmethod to suppress chat requests. This involves scripting to check if the department is offline and if the visitor is not currently chatting, then suppressing the chat option. For more details, you can refer to theoriginal Zendesk article.
More related questions
What is the default behavior of the Zendesk widget regarding department status updates?
The default behavior of the Zendesk widget is not to update in real-time when a department goes offline. This means that if a visitor loads the widget before operating hours end, they might still be able to initiate a chat even if all agents have…
Can I use the Zendesk API to manage chat availability based on department status?
Yes, you can use the Zendesk API to manage chat availability based on department status. By scripting with the API, you can check the status of a department and update the widget settings accordingly. For instance, if a department goes offline and…
How can I script the Zendesk widget to suppress chat for offline departments?
To script the Zendesk widget to suppress chat for offline departments, you need to use JavaScript with the Zendesk API. The script should check the department's status and whether the visitor is in an active chat session. If the department is…
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