If msg is "delivered via email," auto-switch comment mode to email


  • Orlando C

    Hi Zandra,

    Orlando here jumping into this post to answer your inquiry. If the conversation started in Messaging channel, it is expected that the default mode will always be Messaging even if the agent's or the customer's last response is via email. Getting this mode to automatically change depending on the last mode that was used is not yet part of our current product roadmap but your feedback will be of big help in improving our available features. 

    We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.


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