Jimmy Hurff

I believe Alex has exposed a big gap here, and we're feeling it too.  You can have open tickets with disconnected Channels and now way to restore a connection or change the channel.  

When a conversation starts through the Messaging channel, end then the Messaging session is ended, it would be good to be able to change the channel to something else if the ticket is still open.  Currently, it appears the channel remains whatever it was when the session originally started, even when the session has been ended.  As a result, the system thinks Email notifications are still tied to a session that is of the Messaging channel type.  We have used a trigger condition that excludes Messaging channel when sending notifications (we don't want to notify via chat and email), but since the channel is set once and for all at the beginning of the session, ZenDesk still thinks notifications should be excluded.

One solution would be to have the ability to change the channel via trigger as Alex suggested.

Additionally, for my scenario, it would also work to change the channel to Email when an agent ends a Messaging session.