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Messaging configuration

  • May 30, 2026
  • 1 reply
  • 22 views
reymags

Hello,

We’re trying to activate Zendesk Messaging with an AI Agent on our web widget, but we’re having trouble getting the handoff to a live agent to work.

The AI Agent responds to customer questions correctly, and the “Talk to a human” option appears. When we test it, the bot asks for the customer’s name and email, then shows a message saying it is passing the conversation to our support team.

However, no ticket seems to be created, and no new conversation appears for a live agent to take over.

Here’s what we currently have set up:

  • Messaging is enabled on the web widget
  • AI Agent is responding in the widget
  • Escalation is set to “Create a ticket” during business hours and outside business hours
  • The customer is asked to provide their name and email
  • After submitting the details, the bot says it is handing off the conversation
  • No ticket or live chat notification appears in Agent Workspace

Has anyone run into this issue before? Are there specific routing, trigger, omnichannel routing, or messaging settings we need to enable so the AI Agent can properly hand off the conversation to a live support rep?

Any guidance would be appreciated. Thank you!

Best answer by Brandon Tidd

Hey ​@reymags -

The first thing I’d check is your view conditions.  Oftentimes, legacy views are segmented by group or channel, unintentionally carving a path around the new tickets.  They’re most likely hiding in your instance vs not being created.  Two ways to test this.  1) search for the requester email that’s opening the request. 2) create a net new ‘all unsolved tickets’ view that’s minimally restricted.  If you don’t find the requests using either of those tricks, definitely raise a support ticket as that is most certainly not expected behavior.

Less likely: None of your agents are permissioned to handle messaging conversations; You’re testing in the work flow in the Admin Center preview opposed to a live widget - the former might not create tickets.

Hope this helps!

Brandon

CX Ops Specialist | Zendesk learner building smarter support workflows

1 reply

Brandon Tidd
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  • Brandon Tidd
  • User Group Leader
  • Answer
  • June 2, 2026

Hey ​@reymags -

The first thing I’d check is your view conditions.  Oftentimes, legacy views are segmented by group or channel, unintentionally carving a path around the new tickets.  They’re most likely hiding in your instance vs not being created.  Two ways to test this.  1) search for the requester email that’s opening the request. 2) create a net new ‘all unsolved tickets’ view that’s minimally restricted.  If you don’t find the requests using either of those tricks, definitely raise a support ticket as that is most certainly not expected behavior.

Less likely: None of your agents are permissioned to handle messaging conversations; You’re testing in the work flow in the Admin Center preview opposed to a live widget - the former might not create tickets.

Hope this helps!

Brandon

Brandon Tidd, Zendesk Guru
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