Can we provide options for a User to Chat or send in a Ticket

Hey Dorothy,

If you're using Zendesk Guide as your help center, the Submit A Request link should be readily available.  Help Centers that have the chat widget often deploy both methods for reaching support.

Here's an example: https://729flightschool.zendesk.com/hc/en-us

If you're asking if it's possible to do this in the (messaging) widget, you can either just use the standard Transfer to Agent step or link out to the submit a request link.  

Let me know if this answers your question.

Brandon

Dear Dorothy, 

you can also use the messaging to send tickets as well (requesting mail address and message) additionally. => Live chat or chat message to ticket as well.

Regards, Stephan 

So I am looking at the same use case. We are looking to launch a widget without a help centre, and we would like to get the user to complete the basic ticket details in the Chat, and create a ticket in Support. Our support teams don't use chat so we transfer to an agent with an out of office on. This creates the ticket in support. 

However the limitation with this is that this creates a dead end in the flow. Once a user is transferred to an agent, and all agents are off line the chat effectively goes dead, as you cannot hand focus back to the bot without closing the ticket. 

The Fudge I have found to get around this is to raise a ticket from Chat using an API call. So rather than transfer to an agent I get the chat bot to make an API call and create a ticket with the variables collected from the chat. 

This means that the chat bot never loses focus and I can restart the flow, and perform subsequent actions. 

But adding "create support /offline ticket" to the bot flow would be really helpful. 

Brandon

Yes, we do use the Zendesk Guide as our help center.

Each time one of our agents goes to "active" in chat, the ONLY option for a requester is to join a chat.

I'm certain there must be a switch or setting that needs to be updated, but right now if we want to have live chat available the only way to get support is to wait for an agent.

We have a small team, and I'd like for our clients to chose, join a chat or just submit a request.  

Sometimes their needs are quick, sometimes they know what they need to ask for will take our team a little time to prepare for them.

Hey @dorothy -

Thanks for the clarification.  It sounds like you are using the 'classic' web widget with Chat.  In that case, this is the setting you are looking for.  On a side note, you might consider making the jump to Zendesk Messaging.  This would allow for more bot-based self-service and a smoother handoff to support.  Details Here.

Brandon