Troubleshooting Zendesk Pre-Chat Form Issues
Why is the pre-chat form not appearing when I start a chat?
If the pre-chat form isn't appearing, it might be due to a few reasons.
Firstly, ensure that the pre-chat form is enabled in your settings. Go to Settings > Widget, and under the 'Forms' tab, make sure the 'Pre-Chat Form' is turned on. If the chat is initiated by a proactive trigger, the pre-chat form requirement is bypassed, allowing chats to start without filling in the form. Additionally, if a chat is interrupted or disconnected, the pre-chat data might not be reapplied upon reconnection.
For more troubleshooting tips, refer to the originalZendesk help article.
More related questions
How do I enable the pre-chat form on the Zendesk Chat widget?
To enable the pre-chat form on your Zendesk Chat widget, you need to adjust the settings in your dashboard. First, navigate to Settings > Widget. Then, click on the 'Forms' tab at the top of the page. Next to 'Pre-Chat Form', click 'On'. You can…
Can I customize the pre-chat form in Zendesk Chat?
Unfortunately, the pre-chat form in Zendesk Chat cannot be customized beyond the default options provided. While you can select which fields to include, such as name or phone number, you cannot switch or edit the form itself. This is a limitation…
How can I hide the 'Choose a department' option in the pre-chat form?
To hide the 'Choose a department' option in the pre-chat form, you need to adjust your settings. While you can make selecting a department optional, completely hiding the dropdown menu isn't directly supported. However, you can use JavaScript to…
Why are my chat settings different from the Zendesk documentation?
If your chat settings differ from the Zendesk documentation, it might be due to using a newer version of the Web Widget. Newer accounts have Messaging enabled by default, which can change the available settings. If you disable Messaging, the…
How can I prevent users from editing pre-filled fields in the pre-chat form?
To prevent users from editing pre-filled fields in the pre-chat form, you can use JavaScript to hide these fields. By adding a script to your widget's settings, you can target the specific elements and set them to 'display: none'. This will…
Can I use a pre-configured ticket form instead of the pre-chat form?
Currently, it's not possible to use a pre-configured ticket form in place of the pre-chat form in Zendesk Chat. The pre-chat form is a fixed feature of the chat product and cannot be replaced or edited to include custom ticket fields. However, you…
How do I enable visitor authentication to skip the pre-chat form?
To enable visitor authentication and skip the pre-chat form, you can set up JWT authentication for your WebWidget. With JWT authentication, if a user is successfully authenticated, they won't be asked for their name and email in the pre-chat form….
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