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.
6 Comments
@... - Is there any way for agents to CC a user during a chat but only have the transcript sent to the requester?
this feature barely works
honestly, i dont think it works at all
I have tested it on my end and it worked without any issues.
Once you have followed the steps above and the same unexpected behavior persisted, please contact our support directly and we'll investigate further.
Hi All
If I want to keep the transcript as private (initially) but still be able to send a transcript to a customer if they request it, how can I do that? We have enabled Transcript Visibility = private in the Chat Account settings.
In testing I think the only/best way is to copy and paste from the private comment of the transcript. But that means the agent will need to go into the events view and copy/paste from there.
Is there a better way? There's no 'Send last transcript' button somewhere is there?
Many thanks as always
Chad :)
All messaging conversations are appended on the ticket and won't be available on the chat history anymore. As per our article Messaging Limitations
Printing the ticket can be a workable solution here, especially if you want to keep records of the conversation. However, you will still need to copy and paste the conversation manually to send the transcript to your end users.
This is available on the top right of the ticket itself
I hope this helps. Thank you!
Please sign in to leave a comment.