| Announced on | Rollout starts | Rollout ends |
| February 4, 2025 | February 3, 2025 | February 9, 2025 |
We're excited to announce that the ability to download messaging transcripts is now available in Zendesk Messaging.
This announcement includes the following topics:
What is changing?
We’re introducing a new self-service transcript download capability for Zendesk Messaging.
With this update, end users can download a transcript of their conversation directly from the native Messaging experience. The option is available at any time during a conversation, provided the end user has sent at least one message.
The capability is available now for the Web Widget and will be available for Mobile SDKs in March.
Features include:
- Messages from the current ticket associated with the conversation (or the latest ticket if the conversation has ended and no new ticket exists).
- Transcripts include the latest 500 messages (TBC).
- Works for: bot and live agent conversations (with a dependency for bot-only transcripts noted below).
- Transcripts are saved as text (txt) files with the pattern Message-history_[Brand name]_[exportdatetime].txt
Email replies, ticket comments, and internal agent comments are not included in the transcript.
Why is Zendesk making this change?
Messaging previously lacked a self-service transcript request option, creating a gap for B2B customers, especially those migrating from Live Chat, where customers often need transcripts for compliance, documentation, or internal tracking.
This change:
- Brings important Chat functionality into messaging
- Reduces operational friction by removing the need for end users to ask agents for transcripts
- Helps agents focus on resolution, not manual transcript handling
- Improves trust and transparency for industries where keeping a record of communications is standard practice
What do I need to do?
The feature is turned off by default. You can turn it on or off in Admin Center as a global setting that affects all channels. Before you turn on transcript downloads, consider the following prerequisites and limitations:
- Accounts must use the improved omnichannel backend
- Multiparty EAP customers are not supported
- Bot-only transcripts require AI agent tickets to be turned on (which is the default setting)
- The initial bot greeting message might not appear in bot-only transcripts
Static transcript elements are localized to the end user’s language; message content remains as written
For more information, see Managing messaging transcript visibility.
If you have feedback or questions related to this announcement, visit our community forum , where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.