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Make "internal message" the default answer type

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Andre Litfin

Publicado 12 oct 2023

Today agents write external messages by default and can switch to internal messages. In some cases this leads to unwanted internal messages being sent as external message if an agent forgets to change the message type. Having the per agent option to set "internal message" as default would reduce the risk.

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    Dan R.

    Zendesk LuminaryCommunity Moderator

    Hey Andre,

    You can do this in your Admin Centre -> Objects and Rules -> Tickets -> Settings and unchecking Set Composer to public channel by default. Hope that helps!

     

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