Show all departments in pre-chat form regardless of agent availability

1 Commentaires

  • Beau Padesky
    Zendesk Customer Advocate

    Hello Leticia,

    It's not currently possible to present a full "active" listing of departments via the widget dropdown field in this manner. As you've correctly indicated, the dropdown will only present those departments that are currently online.

    You can automatically route chats based on department online status as detailed here https://support.zendesk.com/hc/en-us/articles/360022192234, but this approach is based on the angle of defining a visitor's department destination based on the page they're chatting from. I mention this as this would give you the ability to define a department based on a visitor's location on your website, and in turn automatically display the widget based on that dept's online status. This could then reduce instances where a visitor may otherwise be finding their desired department offline via the dropdown and electing to route to whatever dept is online.

    Beau | Customer Advocate | support@zendesk.com

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