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About channel switching logic in the ticket composer



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Lisa Kelly

Zendesk Documentation Team

Edited Feb 04, 2025


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9 comments

If a ticket comes in via voicemail on Talk, there is no way to switch to Text as there is no selection available for Public Reply.

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Lisa Kelly

Zendesk Documentation Team

Hi Larry
The diagram shows that you can't go from Talk to SMS, only email. In that case, you'll need an email address associated with the caller to send them a Public reply. Or, you can call them back. 

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This is broken.  When a user calls we don't necessarily have an email. We can answer via text, but it isn't allowed?  This means we have to make an unnecessary new ticket just to be allowed to send a text message.

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Lisa Kelly

Zendesk Documentation Team

Larry,
Here's an article that describes how to reply to a voicemail via SMS:

How can I send a text to customers on a ticket that originated in a non-SMS channel?

If you have additional questions, contact Zendesk Customer Support, so they can help you with your issue. 

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We have that in place, but with no selection for public reply you cannot type it in

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We do not like that this update overrides our account settings. We want our default to be internal note. When we have a messaging ticket come in where the customer emails later, it's automatically on email instead of internal note. This can lead to things being sent to the customer inadvertently and can cause a poor customer experience. We also would prefer for all messaging tickets to remain as messaging because of how our performance reporting is based. 

If an account is set for the default comment type to be internal note, it should not automatically switch like this. 

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Lisa Kelly

Zendesk Documentation Team

Hello KROB
Thank you for the feedback. For the best visibility to our product team, we recommend that you post your comments on our Community site

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Hello,

 

about “Channel switching logic for email and other ticket types”:

It is very annoying and time-consuming for us that the default composer is internal if the ticket only has internal notes. Especially for manually created tickets, it is logical that you want to send an answer to the customer at some point. 

Why doesn't the default setting that we have set in our admin settings apply here?

Why do you make this exception for internal notes?

Why is there an additional pop-up, even more time-consuming, when we want to send a public reply now?

 

Can you please add a setting (tickbox) for each instance to decide this setting by themselves instead of having it prescribed?

 

Thanks, Julia

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Lisa Kelly

Zendesk Documentation Team

Hi Julia,
Thank you for taking the time to share your feedback here. I wanted to point you in the direction of our product feedback forum for Support where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started or you can copy and paste what you have originally written here. 

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