Question
Can I turn my chats into tickets when I am offline? How can I give my customers the option to submit a ticket when all my agents are offline?
Answer
Users can submit a ticket from the widget when agents have gone offline. Your options include:
- The contact form and the offline form are a configurable component of your Web Widget (Classic).
- The messaging widget is a feature of the messaging Web Widget.
|
Contact form |
Offline form |
Messaging widget |
Click the sections below to see the instructions on how to turn on the contact form, online form, or messaging widget:
Enabling the contact form in the Web Widget (Classic)
If you are using Zendesk Chat + Support and the Web Widget (Classic), you can enable the Contact form to allow users to send a request and create a ticket.
- Navigate to Admin Center.
- Click the Channels icon (
) in the sidebar. - Select Classic > Web Widget > Click your widget name.
- Toggle on the option for Contact form.
Enabling the offline form in Chat
If you are using Zendesk Chat standalone, the offline form allows customers to contact you when your agents are offline.
- Navigate to your Chat dashboard.
- Select Settings > Widget > Forms.
- Toggle on your offline form.
Enabling the Web Widget in messaging
If you are using Agent Workspaces and messaging, enable the messaging Web Widget following the steps in these articles: Enabling messaging and Creating a messaging Web Widget.