Automatically route chats to departments

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  • Andrew

    Does this work in conjunction with operating hours?  

    e.g. (using zendesk widget) we use API to set tag to "test", and then have a trigger for chats tagged with "test" to set department to "department1". If department1 is currently closed, would customer still have option to chat via Zendesk widget?

  • Sergiu Birca
    Zendesk team member

    Hi Andrew,

    For department routing I would suggest you to use our Chat JS API instead of triggers (valid for both Web Widget and Chat Widget). It's easier to control what is offered in case if specific departments are offline.

    Documented here:

    and here:

  • Joris

    Hi, Is there a way to change the department after the chat started? (with a trigger) If the visitor is not served after 60 secs, I want the visitor to move to a different department. Thanks for your help,

  • Jon Daniels
    Zendesk Customer Advocate

    Hey, Joris!
    It's not possible to change departments once the chat is started, but I did find this product feedback requesting this functionality:

    Set Department after chat started

    I encourage you to vote for this feature, so our product managers have an accurate view of the demand for this functionality!


  • Amir Othman

    I have done this with additional actions before the Set Visitor Department, but the routing does not happen. The other actions (adding tags, Set triggered as true, etc.) worked, the tags were added and the chat session is set as triggered in the dashboard. Under what circumstance(s) would this not work? What would be a good way for us to debug/inspect this problem?




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