Whenever my agents log off Chat, the widget disappears. How can I have the widget appear regardless of agent status?
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.
If you have both Support and Chat
Navigate to Admin Center > Channels > Classic > Web Widget, and enable the setting Contact form.
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)
If you have a chat-only or legacy Chat account
Enable the offline form in the Chat dashboard settings. When no agents are online in Chat, an offline form appears for visitors to leave their contact information, shown below.
For more information on how to enable the offline form, see the article: Managing Offline Form settings.
What if I want to keep the chat button (which alerts agents are offline) but don't want visitors to be able to open tickets when offline?
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