Understanding Channel Switching Logic in Zendesk
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 Workspace, agents can seamlessly switch between channels like email, chat, and talk, depending on the ticket's origin and the privacy settings configured in the Admin Center. This feature is designed to streamline communication and ensure that agents can respond to customers using the most appropriate channel. For more details, you can check theoriginal article.
More related questions
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…
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…
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….
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
