Recent searches


No recent searches

What is the difference between the contact form and the offline form?



Edited Aug 09, 2024


-3

2

2 comments

How do I give the customers the option of leaving a message which will be turned into a ticket when using the messaging widget? This was possible using the offline form, but I see no option for it now. Also, will my old webwidget classics be replaced with the messaging widget automatically if I enable messaging? 

0


image avatar

Darenne

Zendesk Customer Care

Hi Havard, I hope you're doing great. Let me answer your questions one by one to make sure everything will be addressed accordingly. 
 

How do I give the customers the option of leaving a message which will be turned into a ticket when using the messaging widget? This was possible using the offline form, but I see no option for it now.

  • Unfortunately, the offline form is not available in Messaging. Messaging is designed to be a semi-synchronous channel, it doesn't have a separate offline form. As it happens in a more conversational way and tickets are being created when the "Transfer to agent" step is reached. The only way to collect more information is by adding the custom ticket fields to the "Ask for details step" which would need to be implemented before transferring to an agent. For more information, please see this article: Understanding answer flow step types
 

Also, will my old webwidget classics be replaced with the messaging widget automatically if I enable messaging? 

  • I tried this on a sample test account and I can say that the widget will automatically be changed to the messaging widget. If you have multiple brands, make sure to include the brands under Turn on messaging for these Web Widget (Classic) brands option. You can find more information from this article for your reference. 
 
I hope this clarifies it. Have a lovely day! 

0


Please sign in to leave a comment.