Widget Chat API no longer works


  • Luca Baldini

    Anyone who can please help me or is this a bug?

  • Tipene Hughes
    Zendesk Developer Advocacy
    Hi Luca,
    Thanks for reaching out!
    I see that you have a ticket open with our team so I'll leave this one for now. 
    If you have any other questions, feel free to let me know!
  • Luca Baldini

    Hi Tipene Hughes,

    Unfortunately, the service doesn't help me because they say they haven't made any changes and it's always been that way.

    This is not correct, because for 3 months everything worked correctly and we did not change any code.

    On your development page, more precisely here: https://developer.zendesk.com/api-reference/widget/settings/#departments
    it is indicated by your developers that with this api (departments.enabled) it is possible to show to the customer IN THE PRE-CHAT MODULE only certain departments. 

    If this API is used by inserting 2 or more departments, in the pre-chat form only those inserted departments are shown in a dropdown and the system does not allow to send messages if those inserted departments are offline (screenshot 22).

    I find this path correct.

    However, if I enter only one department in the same API, the dropdown is not shown in the pre-chat form and it allows the customer to send the message even if THAT department (set in the API) is offline (screenshot 23).

    I find this operation to be wrong.

    Before, the "chat" button was visible only if the department set in the API (departments.enabled) was ONLINE, while now the "chat" button is displayed if there is at least one operator online (even from other departments not set in the API).

    What should I do? I haven't changed anything and now it works badly.
    Can you verify that it is not a bug?
    Thank you very much for the help.


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