In Zendesk, light agents are limited to adding internal notes, and the channel switching logic reflects this restriction.
When a light agent opens any ticket, the composer defaults to Internal note, as they cannot send public replies. This ensures that light agents can contribute to ticket discussions without directly communicating with customers, maintaining the intended role limitations.
Channel switching logic in Zendesk's ticket composer helps agents manage multiple communication channels within a single ticket. This logic determines which channels are available for agents to use when replying to a ticket. In the Zendesk Agent…
For chat tickets in Zendesk, channel switching logic is based on the activity status of the chat and the availability of the user's email address. If the chat is active, the composer will show the Chat channel. If the chat is inactive and the user…
Channel switching for messaging tickets in Zendesk depends on the timeout status of the messaging channel and the customer's last reply method. If the messaging channel hasn't timed out, the composer will show the applicable messaging channel, such…
For talk tickets in Zendesk, channel switching logic is influenced by the privacy settings in the Admin Center. When a talk ticket is opened and the call has ended, if the 'Set the composer channel to public' option is selected, the composer will…
For email and other ticket types in Zendesk, channel switching logic is determined by the privacy defaults set in the Admin Center. Typically, if a ticket only contains internal notes, it defaults to internal notes, even if the 'Public by default'…
Yes, agents can manually switch channels in the Zendesk ticket composer using the channel menu. While automatic channel switching logic is available to suggest the best channel, agents have the flexibility to choose a different channel if needed….