Turning Chats into Tickets When Offline
Can I turn chats into tickets when my agents are offline?
Yes, you can turn chats into tickets even when your agents are offline. This is done by enabling certain forms or widgets in your Zendesk setup.
If you're using the Web Widget (Classic), you can enable the Contact form, which allows users to send a request and create a ticket. For Zendesk Chat standalone users, the offline form can be enabled to let customers contact you when agents are offline. If you're using Agent Workspaces and messaging, you can enable the messaging Web Widget. For more detailed instructions, check out the originalZendesk article.
More related questions
How do I enable the contact form in Zendesk Web Widget (Classic)?
To enable the contact form in the Web Widget (Classic), follow these steps: Navigate to the Admin Center, click the Channels icon in the sidebar, select Classic > Web Widget, and then click your widget name. Finally, toggle on the option for the…
What is the process to enable the offline form in Zendesk Chat?
Enabling the offline form in Zendesk Chat allows customers to contact you when agents are offline. To do this, navigate to your Chat dashboard, select Settings > Widget > Forms, and toggle on your offline form. This setup ensures that customers can…
How can I enable the messaging Web Widget in Zendesk?
To enable the messaging Web Widget in Zendesk, you need to follow specific steps. If you're using Agent Workspaces and messaging, you can enable the messaging Web Widget by following the instructions in the articles on enabling messaging and…
Can I use both contact and offline forms simultaneously in Zendesk?
No, you cannot use both the contact form and the offline form at the same time in Zendesk. You need to choose between the two based on your specific needs and setup. Each form serves a different purpose, and enabling both simultaneously is not…
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