The Zendesk Agent Workspace includes a flexible message composer that enables agents to work seamlessly across a variety of channels. Agents can work equally well with all types of messages in all types of languages, including social messages, Zendesk messages, live chats, emails, and internal notes. This article describes how to use the composer to manage conversations in the agent workspace.
This article contains the following topics:
Switching channels in the composer
When you receive a new message in a ticket, you can choose to reply on the same channel or pick another channel.
To switch channels
- In a ticket, locate the conversation that needs a reply.
- Locate the current channel indicator at the top of the composer window.
- Click the down arrow (v) to open the channel menu.
- Select the channel you want to use for the reply.
Your channel choices vary depending on which channels your administrator has set up for your workspace. They also vary based on the current state of your conversation. For example, during a live chat, you can reply by email (if there's an email on file for the customer), or add an internal note, then reply by chat. However, once the chat is ended, you can't reply by chat.
In the composer, each channel is a different way to communicate. You may compose different messages for each channel, so the drafts will not be saved across channels. For example, when you write something in an internal note and switch to public reply, that message will not be displayed in public reply. However, when you switch back to internal note, you will still be able to find the messages you left there. This goes for all channels.
Your admin can configure default privacy settings for your conversations. See Changing the default privacy of ticket comments.
Using Send vs. Submit
During a live chat or messaging conversation, click Send (or press Return) to send your reply.
To send an email or save other changes to a ticket, click Submit.
Resizing the composer window
The Zendesk Agent Workspace includes a flexible composer window. You can resize the window as needed to meet your requirements. For example, you can use a smaller window for chats and messages, but you might want to use a larger window for long email messages.
To resize the composer window
- In a ticket, click the border at the top of the composer window.
- Drag the border up or down to change the window size.
Using formatting options and controls
The composer comes with a full range of built-in formatting options and controls, including rich text, tables, hyperlinks, emojis, and attachments.
When you pick a channel, the composer controls change to match the channel you're using. For example, a social messaging channel may not support tables or rich text formatting, but the email channel does.
Picking a skin tone for emojis
To help personalize your replies, you can pick a skin tone for the emojis you use in ticket comments. This feature works for any channel that supports emojis.
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To pick a skin tone
- In a ticket, click the emoji icon () at the bottom of the comment field.
A list of emojis appears.
- Click the skin tone picker () at the bottom of the emoji list.
A choice of skin tones appears.
- Select the skin tone you want to use.
All the emojis that support skin tone change to match the skin tone you pick. For example, many of the finger and face emojis support skin tone changes.
- Click an emoji to add it to your message.
You skin tone choice remains in effect until you switch browser types or clear your browser cache.
Changing text color
You can use formatting options to change the color of text in a ticket comment. This feature is useful for drawing attention to important items in your comments. If your channel supports rich text formatting, the colors you add to comments in a ticket appear as colored text in your messaging applications and email replies. To receive color text responses from your customers, make sure the Rich content in email setting is enabled.
To change the text color
- Start typing a comment.
- Select the text you want to color.
- Click the T icon at the bottom of the comment field to open the formatting options, then click the text color icon ().
A color picker appears.
- Select a color from the picker.
You can choose from one of the predefined, accessible colors and apply it to the text you selected. If the color picker is covering up some of the text you want to color, you can resize the composer window to prevent the overlap.
When you apply color to a bulleted list or numbered procedure, the list is colored, but not the bullet symbol or number. Color cannot be applied to text inside a code block or code span. Also, do not apply color to placeholders. If applied, the placeholder will not be visible.
- In addition to adding color to existing text, you can also:
Tip: If you copy color text from another application and you don't want to retain the color and other formatting, you can use a keyboard shortcut to paste unformatted, black text. For example, Ctrl+Shift+V on Windows, Option+Shift+Command+V on Mac.
- Pick a color first, then start typing.
- Copy colored text from other applications and paste it into your ticket comments.
Scrolling through a conversation
You can also use the scroll bar on the right side of the ticket to scroll up or down through previous responses without losing sight of the reply you're composing. Separated scrolling is useful if you're working on a long ticket with a lot of details.
You can also click Jump to the latest message to find the most-recent replies.
To prevent unexpected results, when you are actively working in a live chat or messaging conversation, Zendesk doesn't recommend changing the ticket requester.