Using Custom Ticket Fields in Zendesk Messaging
Can I use custom ticket fields in Zendesk messaging responses?
Yes, you can use custom ticket fields in Zendesk messaging responses, but with some limitations.
You can include text and drop-down custom ticket fields in the transfer to agent step. However, numeric fields and nested drop-down fields are not supported. Ensure that the permissions for these fields are set to Editable for end users, as they will be required to submit a response. This customization allows you to gather specific information from customers before connecting them to an agent.
More related questions
How can I customize the default messaging response in Zendesk?
You can easily customize the default messaging response in Zendesk to better suit your business needs. To do this, navigate to the Admin Center, click on Channels in the sidebar, and select Messaging and social > Messaging. Choose the channel you…
Can I set different messaging responses for business hours and outside business hours?
Yes, you can set different messaging responses for business hours and outside business hours in Zendesk. To do this, apply a schedule to your messaging channel. In the Admin Center, go to Channels > Messaging and social > Messaging, select your…
What happens to the messaging response if I add a conversation bot?
When you add a conversation bot to your messaging channel, the default messaging response is deactivated. The bot's standard responses will replace the default messaging response. This means that the bot will handle customer interactions with its…
Are automatic translations available for default messaging responses?
Automatic translations are not available for default messaging responses in Zendesk. If you need to support multiple languages, consider using a conversation bot, as the default messaging response does not support automatic translation or dynamic…
How do I manage customer details collection in Zendesk messaging?
In Zendesk messaging, you can manage customer details collection by customizing the information requested from customers. When setting up your messaging response, you can choose to request the customer's name, email address, or use custom text or…
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