Changing chat department titles



  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Jorge,

    If you are asking about the label above the field, you can by using the departmentLabel API:

    If you want to change the department names inside of the dropdown, this is currently not possible and we have no immediate plans to support it.



  • Jorge Lage Saguier

    Hi Ramin,

    It is the 2nd one. We want to change the department names inside of the drop-down.

    Do you know of another way to accomplish this?

    Why do we need this? We manage 9 countries in our Zendesk instance and for chat we have about 20 departments. Our department names have the country name of the group within the name (we have different departments per country). For example:

    Paraguay - Support

    Paraguay - Sales

    Bolivia - Support

    Bolivia - B2B Sales

    We have a different website per country. To make the department names more user friendly we want to change the display name (pretty much remove the country) of the department in the widget. Our developers were able to accomplish thi in the previous widget using so code. Example:


  • Ramin Shokrizadeh
    Zendesk Product Manager

    There is no way to accomplish this with the out of the box widget, you would need to create a custom widget using the Web SDK:

    You can get the department ID and you can create a map of the translations you want to show in the dropdown.




Please sign in to leave a comment.

Powered by Zendesk