Submit a ticket in messaging (Chatbot)


  • Dane
    Zendesk Engineering
    Hi Nick,
    I have checked the Help Center link you have provided and it seems they are not using Messaging but the standard Chat pre-chat form.
    As of the moment, the option to modify "Transfer to Agent" is not yet available. I know how essential this can be for you and other organizations. We appreciate such feedback for it will help us to continuously improve our services.
  • LottieFiles

    Dane thank you for getting back to me on this.

    Please correct me if am wrong but the pre-chat form is only available for Standard chat and not for messaging?

    Is there a way where I could create a form for messaging?

    The idea is, we have built a flow builder, and we want our users to raise/submit a ticket if they could not find any relevant help through the chatbot. Any suggestion?


  • Christine Felicia
    Zendesk Engineering
    Hey Vemmal,

    Yes, you are correct. If you have Messaging enabled, the pre-chat form is not available for use as mentioned here.

    If you are using Zendesk messaging, the pre-chat form isn't currently available for use. For more information, see this article under No user authenticationRequirements, recommendations, and limitations.

    As a workaround, create a custom conversation flow using Flow Builder to automate your messages and collect the information of your visitor before sending them to an agent.


    If you still want to use the pre-chat form, disabling Zendesk messaging is your best option.

    Hope this clarifies!
  • Joshua G

    LottieFiles Were you able to find some workaround for this? I'm having the same issue and the only thing I can think of is to have the bot in flow builder inform the user to submit a request by hyperlinking our web form. 

  • LottieFiles

    Joshua G not really tbh. We did the exact thing as you did. We hyperlinked our web form in the flow builder. Not the best solution but yeah.

  • Ulises Soto

    Joshua G LottieFiles this is probably a dumb question, but how did you guys hyperlink the web form into the flow builder? Was this done by referencing an article that explains how to submit a request and having the hyperlink there?

  • Jamy Wehmeyer

    This seems to be an old issue. We would also like to use this option: offering to leave a ticket via a form instead of connecting to an agent. 


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