Channel Switching Options for Messaging Tickets
What are the channel switching options for messaging tickets?
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 as WhatsApp or Facebook. If the channel has timed out, or if the customer's last reply was via email, the composer will switch to the Email channel. This ensures that agents can continue the conversation using the most relevant channel.
More related questions
What is channel switching logic in Zendesk's ticket composer?
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…
How does channel switching work for chat tickets in Zendesk?
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…
How does channel switching logic apply to talk tickets?
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…
What is the channel switching logic for email and other ticket types?
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'…
How does channel switching logic affect light agents in Zendesk?
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…
Can I manually switch channels in the Zendesk ticket composer?
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….
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