Widget - Prompt Requestor to Start a Ticket if all Agents are Chatting

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3 Comments

  • Ramin Shokrizadeh
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    Hi there Judist,

    Thanks for the question. Currently, there is no option to prompt the requestor to start a ticket instead of waiting for a chat.

    However, there is something that you can do if you using the Zendesk Support ticket integration with Chat. It will automatically convert missed chats into tickets for you.

    Combining that with a chat rescuer trigger in Chat (example below), you can let the visitor know that you will get back to them on the ticket and they don't need to wait for the chat.

    Have you tried doing this already? This is what other customers are doing today to solve the same problem you are describing. Might be worth giving it a shot.

    Thanks,
    Ramin

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  • Kundenbetreuung
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    Hello there, even though this has been answered already: that would be an function we are missing too. Is there a way to take it into consideration and planning to release this option in the future?

     

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  • Ramin Shokrizadeh
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    Hi Kundenbetreuung,

    We have no immediate options to create a ticket when all agents are busy because a lot of that use case is covered currently with the Zendesk integration and the chat rescuer trigger.

    Have you tried that solution already? If so, what part of it didn't work for you?

    Thanks,

    Ramin

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