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New Zendesk Messaging Widget - How to not use it as livechat?



Gepostet 23. Juli 2024

I'm currently looking into setting up the new messaging widget early since the switch will automatically happen in August. 

 

I'm looking to setup the widget to function the same way as the classing widget but I am struggling, I don't want the widget to act as a live chat when someone messages or tries to get answers. If someone needs to get in touch I would like the widget to ask for their email and then open a normal ticket not a chat which our agents will take up. 

 

Is this possible with this new widget? 

 

Could someone point me in the right article or give me some advice? 


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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi David Pajda 

Any ticket created from the Messaging Widget would be a ticket under the ‘Messaging’ channel. But the actual step in the Messaging Widget that creates this ticket is the “Transfer to Agent”. Any other step won't generate a ticket. 

If you don't want to create a Messaging ticket, you could create a step that routes to your contact form instead. For example, it would look like this:

 

 


This utilizes the ‘Send a Message’ step in your Answers. More information can be found here for reference.

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