Visitor URL Missing in Zendesk Chat Transcripts
Learn why visitor URLs might be missing from Zendesk Chat transcripts and offline messages due to specific user actions.
Why is the visitor URL missing from Zendesk Chat transcripts?
The visitor URL might be missing from Zendesk Chat transcripts due to specific user actions. If a user accesses the chat via a direct link that opens in a separate browser tab, or if they pop out the chat widget and wait over 15 minutes before initiating a chat, the URL may not be recorded.
These scenarios prevent the URL from being captured in the chat transcript or offline messages. For more details on chat timeouts, you can refer to the article: When do chats time out?
More related questions
Can I use 'Visitor path' as an alternative to the missing URL in Zendesk?
Yes, you can consider using the 'Visitor path' information as an alternative when the URL is missing in Zendesk. This can be particularly useful if you're using the URL to trigger changes, such as setting a Brand in a ticket. While the URL might…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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