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Messaging transcript visibility management for Zendesk accounts is being moved from the Chat dashboard to Admin Center in phases. Some accounts may see minor differences in the messaging UI than those described in this article. For more information on the move, see this announcement.

Messaging customers can control the transcript visibility setting for the messaging conversations.

There are two transcript visibility options:

  • As public reply (default setting) adds the transcript to the ticket history as a public reply, which is visible to ticket requesters and any other end users CCed on a ticket. Transcripts are included in email notifications and within the ticket when viewed in the help center. This setting also allows you to use ticket APIs to fetch conversation data.
  • As internal note adds the transcript to the ticket history as an internal note, which is visible only to agents in the Agent Workspace.

To configure transcript visibility

  1. In Admin Center, click Objects and rules in the sidebar, then select Tickets > Settings.

    Note: For older accounts, transcript visibility is managed in the Chat dashboard. From the Chat dashboard, select Settings > Account > Zendesk Support tab.
  2. In the Transcript visibility section, select As a public reply or As internal note.
  3. Click Save tab.
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