In the亚博Zendesk代理工作pace, agents can work acrossmultiple channelsall within the same ticket. Because of this flexibility, the ticket composer includes some rules (logic) for channel switching within a ticket. This logic controls which channels are available to you when you send a reply.
Channel switching options in the composer
The following simplified diagram shows which channel switching options are available for agents, based on the ticket type.
Some examples include:
- After you end a chat with a customer, you can switch to the email channel to send a follow-up email.
- After you receive an email ticket from a customer who needs a detailed, personalized reply for an urgent matter, you can switch to the talk channel and call the customer.
- If you have an email ticket paired withprivate by default settingsin Admin Center, internal note automatically shows in the composer when you open the ticket.
You can use the channel menu to switch channels manually in the composer. SeeSwitching channels in the composer. You can also rely on automatic channel switching logic to help out. When you open a ticket, channel switching logic can automatically present the best channel option, reducing the time it takes to reply to customers.
Channel switching logic varies depending on which channels were used to create the ticket. It also depends on which default privacy settings are set in Admin Center. See below for details. The default privacy settings in Admin Center apply to email, talk, and other channels, but not to messaging and chat. SeeChanging the default privacy of ticket comments.
Channel switching logic for talk tickets
When you open a talk ticket with the call ended, here are the results. The behavior changes depending on whichprivacy defaultsfor ticket comments are set in Admin Center.
| Situation | Condition 1 | Condition 2 | Result |
|---|---|---|---|
| Agent opens a talk ticket | The call has ended. | Set the composer channel to public在管理中心被选中。 | Composer showsPublic reply. |
| Set the composer channel to publicis not selected in Admin Center. | Composer showsInternal note. |
Channel switching logic for chat tickets
When you open a chat ticket, here are the results. Because chat is a considered alivechannel, theprivacy defaultsfor ticket comments that are set in Admin Center don’t apply.
| Situation | Condition 1 | Condition 2 | Result |
|---|---|---|---|
Agent opens a chat ticket Note: The default privacy settings in Admin Center don’t apply. |
The chat is active | Composer shows theChatchannel. | |
| The chat is inactive | The chat user has a known email address | Composer shows theEmailchannel. | |
| The chat is inactive | The chat user doesn’t have a known email address | Composer showsInternal note. | |
Channel switching logic for messaging tickets
When you open a messaging ticket, here are the results. Because messaging is considered alivechannel, theprivacy defaultsfor ticket comments that are set in Admin Center don’t apply.
| Situation | Condition | Result |
|---|---|---|
代理打开一个消息票 Note: The default privacy settings in Admin Center don’t apply. |
The messaging channel has not timed out. It is still available. Timeouts vary from 24 hours to 7 days, depending on the type of messaging channel. | Composer shows the applicable messaging channel. For example,WhatsApp,Facebook,WeChat,Messaging, and so on. |
| The applicable messaging channel has timed out. | Composer shows theMessagingchannel. |
Channel switching logic for any ticket, light agents
When a light agent opens any ticket, the composer showsInternal note. Light agents can only add internal notes, not public replies. SeeUnderstanding what light agents can do.
Channel switching logic for email and other ticket types
For email and other types of tickets, channel switching logic is applied based on theprivacy defaultsfor ticket comments that are set in Admin Center.
7 Comments
If a ticket comes in via voicemail on Talk, there is no way to switch to Text as there is no selection available for Public Reply.
HiLarry,
The diagram shows that you can't go from Talk to SMS, only email. In that case, you'll need an email address associated with the caller to send them a Public reply. Or, you can call them back.
This is broken. When a user calls we don't necessarily have an email. We can answer via text, but it isn't allowed? This means we have to make an unnecessary new ticket just to be allowed to send a text message.
Larry,
Here's an article that describes how to reply to a voicemail via SMS:
How can I send a text to customers on a ticket that originated in a non-SMS channel?
If you have additional questions,contact Zendesk Customer Support, so they can help you with your issue.
We have that in place, but with no selection for public reply you cannot type it in
We do not like that this update overrides our account settings. We want our default to be internal note. When we have a messaging ticket come in where the customer emails later, it's automatically on email instead of internal note. This can lead to things being sent to the customer inadvertently and can cause a poor customer experience. We also would prefer for all messaging tickets to remain as messaging because of how our performance reporting is based.
If an account is set for the default comment type to be internal note, it should not automatically switch like this.
HelloKROB,
Thank you for the feedback. For the best visibility to our product team, we recommend that you post your comments on ourCommunity site.
Pleasesign into leave a comment.