My ticket comments are not displayed when printing social messaging conversations

Issue symptoms

In a social messaging conversation ticket, when I click ⋮ next to the ticket subject line and then click Print ticket, the output does not display public comments, only internal notes.

Resolution steps

To print social messaging conversations, you need to set Transcript visibility to Public.

Only public transcripts are stored as ticket comments; hence they show up in the print ticket function. For more information about this, see this article: Managing messaging transcript visibility

Note: Transcript visibility management for messaging has been moved from the Chat dashboard to Admin Center. Some accounts may see minor differences in the messaging UI described in this article. For more information, see this announcement: Ticket comments are not displayed when trying to print Social Messaging conversations