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. Two options are presented because although you cannot have both forms enabled at the same time, the Contact form is a configurable component of your Web Widget (Classic) and the offline form is a feature of the Chat Widget. 

Tip: Determine if you have the Chat Widget or the Web Widget (Classic) by referencing this article: Which widget do I have with my Zendesk account?

Select which widget you have from the options below:

Web Widget (Classic)   Chat Widget  

Enabling the contact form in the Web Widget (Classic)

If you are using Zendesk Chat + Support, the options your customers see in the widget depends on the contact options you have enabled for your Web Widget (Classic). The Contact form is the component that allows users to send a request and create a ticket. Enable the Contact form in your settings. In Admin Center, click the Channels icon () in the sidebar, then select Classic > Web Widget and toggle on the option for Contact form. 

Enabling the offline form in the Chat Widget

If you are using Zendesk Chat standalone, the offline form allows customers to contact you when your agents are offline. Enable the Offline form from your Chat dashboard under Settings > Widget > Forms and toggle on your Offline form. 

Note: If you want the widget to be completely hidden when no available agents are online, you should disable the Contact form and Offline form.