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Hide history from messaging app once ticket is solved.



Posted Aug 16, 2024

In our messaging app, it currently keeps a record of message history. Is there a way to disable this feature? Once a conversation is finished, the history is no longer necessary. I'm confused as to why there's no option to turn this off. I had to delete the user and all associated tickets just to remove the message history. 


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Onur Okutan

Zendesk Product Manager

Hi Michael,

Thank you for taking the time to share your feedback with us.

At present, there isn't an option to hide messaging history. However, this feature is currently in our backlog for future consideration. While we are unable to provide a specific delivery date at this time, we will be sure to keep you updated on any progress.

We will keep this thread open to allow others to contribute their feedback and share their use cases as well.

Thank you once again for your valuable input.

Best regards,
Onur

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We need this feature also. Thanks

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Onur Okutan

Zendesk Product Manager

Hi Martin,

Thank you for sharing your feedback! I’d like to clarify the available options for managing conversation history in messaging:

  1. Resetting Conversation History:
    It is possible to reset the conversation history for unauthenticated users. This allows your users to have session-based conversations. Every time they visit messaging, a new user ID and conversation will be created, with no prior history visible. (Note that this option is only available for unauthenticated users.)
    • For the web messaging widget, you can follow these steps to set this up.
    • For mobile SDKs, you can achieve this by calling the logoutUser method. (See here for details.)
  2. Multi-Conversations Feature:
    If you prefer to let users start a new conversation for each issue so they can retain a separate history for their past interactions, the multi-conversations feature may suit your needs. With this feature:
    • Conversation history persists, making it easier for users to revisit past interactions when needed.
    • Users can create fresh conversations for new issues, enabling better organization and clarity.

We hope one of these options meets your needs. If not, please provide further details about the pain point you would like to address, and we’ll be happy to assist.

Looking forward to your response!

Regards,
Onur

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We need this feature for existing customers

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