Agent Workspace: Add "last channel used" as default reply option


  • Nicole Saunders
    Zendesk Community Manager

    Thanks for sharing this detailed feedback and for using the product feedback template, Trudy. 

    If other users have similar needs, please be sure to upvote Trudy's idea, and add any details in the comments below. 

  • William Flaugher

    We're running into this same issue as well. In addition to the inconvenience of changing a channel BACK to email every time we want to continue the conversation via email, the risk of an agent accidentally hitting "enter" and sending an incomplete message is significant.

    If anyone has found a fix or workaround for either of these issues, I'd love to hear it as well!

  • Trudy Slaght

    No fix or workaround other than after you've embarrassed yourself enough times, you become paranoid about messaging conversations and double (or triple) check before you start to type a reply.

    I have been told this is on the roadmap in a feedback session I had a number of months ago - but I don't know anything about timing or implementation.


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