image for site

Managing Messaging Transcript Visibility - Frequently asked questions

Discover answers to common questions about managing messaging transcript visibility in Zendesk. Learn how to control access, customize settings, and more.

Frequently asked questions

How can I manage messaging transcript visibility in Zendesk?

You can manage messaging transcript visibility in Zendesk by configuring settings in the Admin Center. To do this, navigate to the Admin Center, click on 'Objects and rules' in the sidebar, and then select 'Tickets > Settings'. In the 'Transcript…

What are the options for messaging transcript visibility in Zendesk?

Zendesk offers two options for messaging transcript visibility: 'As public reply' and 'As internal note'. The 'As public reply' option adds the transcript to the ticket history as a public reply, making it visible to ticket requesters and any…

How can I send a private transcript to a customer in Zendesk?

To send a private transcript to a customer in Zendesk, you may need to manually copy and paste the transcript. If you have set the transcript visibility to private, the transcript is added as an internal note, which is not directly accessible to…

Why does the transcript visibility change to public after 10 minutes of inactivity?

In Zendesk, transcript visibility changes to public after 10 minutes of inactivity due to a system default setting. When messaging conversations are inactive for 10 minutes, they are added to the ticket in transcript blocks, and the visibility…

Can I prevent transcripts from being emailed to the wrong address in Zendesk?

Preventing transcripts from being emailed to the wrong address in Zendesk can be challenging, but there are some workarounds. If you set the transcript visibility to private, it should ideally be shown as internal notes and not emailed to the end…

Interested indeflectingover 70% of your Zendesk support tickets?

Our AI customer support agent is here to help. Trained on all your help docs, installed directly into your Zendesk account, it can be used to automate customer replies for tickets or live chat. Learn more below.
Zendesk logo

Zendesk Support Tickets

Receive new tickets by email or a support form? This integration is for you.
My AskAI integrated within Zendesk to deflect support tickets
Learn about our Zendesk ticket integration
Zendesk logo

Zendesk Messaging (live chat)

Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
My AskAI integrated within Zendesk to deflect customer support live chat conversations
Learn about our Zendesk Messaging integration

Join1,000+ companies reducing their support costs and freeing up support agents for more important work

Vestd company logo — Customer of My AskAI's AI customer support agents
Genesis company logo — Customer of My AskAI's AI customer support agents
Zinc company logo — Customer of My AskAI's AI customer support agents
Customer.io company logo — Customer of My AskAI's AI customer support agents
Zeffy company logo — Customer of My AskAI's AI customer support agents
NHS company logo — Customer of My AskAI's AI customer support agents
Kontakt.io company logo — Customer of My AskAI's AI customer support agents

Reduce support costs.Spend more time on customer success.

Our AI customer support agents are already used by 👇
Companies using AI assistants on their websites