Messaging customers can control the transcript visibility setting for the messaging conversations. By default, transcript visibility is set to public.
There are two transcript visibility options:
- Public transcripts (default setting) are visible to ticket requesters and any other end users CCed on a ticket. They are included in email notifications, as well as within the ticket when viewed in the help center. This setting also allows you to use ticket APIs to fetch conversation data.
- Private transcripts are visible only to agents, via the Agent Workspace.
To configure transcript visibility
- From the Chat dashboard, select Settings > Account > Zendesk Support tab.
- Under Ticket creation – chats, set the Transcript visibility to Public or Private. This setting determines whether comments left during messaging interactions with agents are visible. This setting determines whether the messaging conversation transcript is added to the ticket as a public or private comment.
- Click Save changes.