Can I turn my chats into tickets when I am offline?

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 configurable components of your Web Widget (Classic)
• The messaging widget is a feature of the messaging Web Widget

Tip: Determine your widget. See Which widget do I have with my Zendesk account?

Contact form

Offline form

Messaging widget

Click a section below to see steps to turn on the contact form, offline form, or messaging widget:

• Contact form
• Offline form
• Messaging widget

Turn on the contact form in the Web Widget (Classic)

If you use Zendesk Chat + Support and the Web Widget (Classic), enable the contact form so users can send a request and create a ticket:

1. Navigate to Admin Center
2. Click the Channels icon () in the sidebar
3. Select Classic > Web Widget, then click your widget name
4. Toggle on the option for Contact form
   

Turn on the offline form in Chat

If you use Zendesk Chat standalone, the offline form lets customers contact you when your agents are offline:

1. Navigate to your Chat dashboard
2. Select Settings > Widget > Forms
3. Toggle on your offline form
   

Turn on the Web Widget in messaging

If you use Agent Workspace and messaging, follow the steps in these articles: Enabling messaging and Creating a messaging Web Widget

Note: You can't enable both forms and widgets at the same time. See What is the difference between the contact form and the offline form.

Additional resources

• Creating a messaging Web Widget
• Managing offline form settings
• Configuring components in Web Widget (Classic) contact form
• What is the difference between the contact form and the offline form
• Which Zendesk widget do I have with my account and website?