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Why is a ticket created without user sending a message via Web Widget

  • December 14, 2023
  • 7 replies
  • 0 views
Eric33

I added the messaging web widget to my app and login users if they are authenticated:

window.zE('messenger', 'loginUser', function (callback) {
callback(token);
})
 
when the user clicks to open the chat for the first time, it creates a ticket for them even when no message was sent on their end. why is this? 
 

      7 replies

      W
      • Will14
      • December 15, 2023

      Hi Eric, thanks for posting. 

      A ticket shouldn't be created until they have interacted with the widget and have been transferred to an agent - one exception is unless you've enabled the transfer directly to agent step in flow builder.

      I've created a ticket so that I can get some more details off you and troubleshoot offline. 

      Thanks,

      Will 

      Alexander50

      Hi,

      Was there a solution for this? We're having the same issue using the web widget and userLogin. A ticket gets created as soon as the user expands the help widget. As far as I can tell we do not have anything set up in flow builder

      Thanks,

      Alexander

      C
      Hi Alexander,
       
      If you are authenticating your users, this is expected, that means that clicking the widget is all it'll take to create a ticket, since the user doesn't have to provide anything further. You'd either need to be requesting something else that JWT or SAML doesn't account for, like a ticket field, or would need to use a bot that doesn't jump straight to an agent transfer if they don't want it to create tickets instantly.
      Alexander50

      Is there anyway to disable that automatic ticket creation? It's not desired behavior as a lot of empty tickets end up being created when a user expands the widget to see what it is and then does not type anything

      C
      Hi Alexander,
       
      Since the users are already authenticated, you can add a bot flow on your widget, you can check this article for details Creating a conversation bot. 
      Sylvia16
      • Sylvia16
      • January 14, 2025

      We also have a web widget installed on a website where users are being authenticated. Around 80-90% of tickets currently generated from the web widget are from people who open it up to take a look but do not send a message as they don't actually need assistance. Is adding a bot and using a bot flow the only option to stop auto-creation of tickets when the web widget is opened?

      Francis14
      • Francis14
      • June 11, 2025
      Hi Sylvia,
       
      Currently, the web widget can generate tickets when users open it even if they don’t send a message, which can lead to many unnecessary tickets. Adding a bot with a configured bot flow is a common and effective solution to reduce auto-creation of tickets by engaging users first and only creating tickets when needed.
       
      Alternatively, you can explore:
      • Adjusting the widget settings to require user input before ticket creation.
      • Using conditional ticket forms that appear only after certain actions.
      • Implementing custom JavaScript on your website to control widget behavior more granularly.
       
      However, the most streamlined way within Zendesk to control and reduce unwanted ticket creation is by using the bot and bot flow.
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