Hello,
1. What is your original issue/pain point you want to solve?
The chat widget currently appears on every page of our website, with no way to restrict or customize its visibility. We’d like to be able to choose on which specific pages (or page types) the chat appears, so it only shows up where it’s actually useful for customers.
2. Which are one or two concrete situations where this problem hurts the most?
- On pages where the chat isn’t relevant (e.g. legal notices, blog articles, informational pages), it still pops up and can distract or clutter the customer experience.
- We’d like to display the chat only on high-value pages (product pages, checkout, order tracking) to focus agent availability where it actually helps conversion and support, rather than spreading it everywhere indiscriminately.
3. Why is it not solvable with the Zammad standard?
As far as we can see, the standard chat widget configuration doesn’t offer page-level or URL-based rules to control where the widget is displayed — it’s an all-or-nothing setting for the whole site.
4. What is your expectation/what do you want to achieve?
Being able to define a list of pages or URL patterns (whitelist or blacklist) where the chat widget should or shouldn’t appear, ideally configurable directly from the Zammad admin settings without needing custom code on our side.
Your Zammad environment:
- Average concurrent agent count: 3 agents handling tickets, phone calls, and return pickups
- Average tickets a day: ~25 tickets per agent on average (ranging from ~10/day in low season to ~80/day during sales periods)
- What roles/people are involved: Customer service agents
Thanks
Dan