Missing URL in tickets via chat



  • Brett Bowser
    Zendesk Community Team

    Hi Eran,

    This can typically occur if the Chat widget has pop-out mode enabled which opens up a completely separate Chat window. If a user contacts you from a mobile device the pop-out window will occur which prevents a URL from being detected when the user Chats in.

    You can find this option within the Chat dashboard by navigating to Settings>Widget>Appearance as shown in the screenshot below:

    If you enable the Overlay Window then the Chat session will open on the same page and the URL should then be included.

    Hope this helps!


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