Zendesk Messaging Transcript Visibility Options
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 other end users CCed on a ticket. This setting also includes transcripts in email notifications and allows the use of ticket APIs to fetch conversation data. On the other hand, the 'As internal note' option adds the transcript as an internal note, visible only to agents in the Agent Workspace.
More related 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…
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…
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