Issue symptoms
Whenever my agents log off, my website or help center no longer shows Web Widget (Classic). How can I have the widget appear regardless of agent status?
Resolution steps
The options to resolve this issue vary depending on which Chat version you have. To find out what version of Chat you have, see the article: Determining your Zendesk Chat account version.
Navigate to Admin Center > Channels > Web Widget > select your widget name and enable the Contact form setting.
When no agents are online in Chat, a form appears for visitors to submit a Support ticket, as shown below.
For more information on how to enable the contact form, see the articles:
- What are the options for displaying the Web Widget (Classic)?
- Configuring components in Web Widget (Classic)
Note: If you have tried enabling these forms and the widget is still not appearing, see the article: Troubleshooting guide: Why is the widget not showing on my website?