Managing offline form settings

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7 Comments

  • Nicole Saunders
    Zendesk Community Manager

    Hi Smith,

    If you are on a Team, Professional, or Enterprise plan, you can edit the message as described in the article above under "Editing the offline form message". If you are on an Essential plan, you will not be able to edit this message.

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  • Sylvester Danckaarts

    How do I make sure that I have different translations for the Offline form text ? The default text is 'Sorry, we aren't online at the moment. Leave a message and we'll get back to you' but we have visitors from all over the world.

    0
  • Elissa Tikalsky
    Zendesk Digital Resources Team

    HI @...,

    Unfortunately the offline message text doesn't auto-translate, but you can override/localize this string with the API as described here: https://developer.zendesk.com/embeddables/docs/widget/settings#offlineform. 

    I hope that helps!

    -1
  • Camilo Gomez

    Is there a way to localized the language of the offline form so that it gets translated to the user's language settings?

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  • Michael Froeming
    Zendesk Customer Care

    Hi Camilo,

    By default, the Web Widget embedded in a website displays text in the end user’s language, based on the language of their browser. For example, if the end user's browser language is set to de for German, the widget will appear in German for that user. If the widget is embedded in a Help Center, it displays text based on the Help Center language setting.

    For more information on language settings in the widget, see the articles: Displaying the widget in a different language and How do I change or set the language in the widget on my website?

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  • Larry B

    This is to share an extremely frustrating situation I’ve been experiencing in the past few weeks and I hope you will be able to assist us as soon as possible.

     

    So the help support line of Zendesk have been modified for the past 2-3 weeks.

    We now cannot chat with any agents. There is a chat bot/widget that initiates a conversation when inquiring about any support on the website.

    It links us to articles but when wanting further help, the widget mentions that a ticket is automatically created and that an agent will contact us through the widget or email (both)

    I’ve opened 3-4 tickets in the past weeks and NO agents have reached out to me

    The last three, of the same urgent issue, are #9794255, #9794259 and #9794249

    I received one email signaling that they’ve received my request and a ticket was created, followed by another ticket confirming that an agent is reviewing my request.

    But then, nothing, no follow ups. I went on the tickets itself and not updates are shown.

     

    My company, APP GROUP, is launching our biggest sale of the year today at 8pm, and I needed the WIDGET OFFLINE to be activated to properly inform our clients of the business hours and other important info. We are receiving a huge flux of contacts and I need to get this fixed as soon as possible.

    I’ve done everything that the article has asked me to do as its really straightforward but no changes are shown on our site.

    Can you please assist me or refer me to an actual human support?

     

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Larry B Thanks for posting your question and I am sorry you didn't receive a response from our advocacy team. It isn't the experience we normally aim to deliver so I am sure an advocacy manager will look into the issue.

    For your product question, I can provide some guidance on what you want to achieve for your holiday sale. Since you are using the Web Widget, you should be using the contact form over the offline form in Chat. Offline form is designed more for our legacy Chat standalone customers. 

    You can enable the contact form and temporarily disable Chat in the Web Widget by looking at these articles:

    https://support.zendesk.com/hc/en-us/articles/4408836216218#topic_yj3_sv2_wfb

    https://support.zendesk.com/hc/en-us/articles/4408824462106

    If you want Chat to be available only on certain pages, you can look at using the suppress Javascript API instead of disabling the channel completely in Admin Center: https://developer.zendesk.com/api-reference/widget/settings/#suppress

    Since you are using Guide in the Web Widget already, some of our customers create a help center article with a specific label associated with it and you can then tell the Web Widget via Javascript API to suggest that article when visitors click on the launcher. In the article, you can detail expected response times or when live chat will become available again. You can learn more about the article suggestion API here: https://developer.zendesk.com/api-reference/widget/help-center-api/#helpcentersetsuggestions

    Hope that helps and good luck with your upcoming sale, apologies again for the poor response time from the messages you sent to the advocacy team. 

    Thanks,

    Ramin

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