What caused ticket visibility change from private to public in zendesk messaging

2 Commentaires

  • Jahn Bronilla
    Community Moderator
    Zendesk Luminary

    Hi ariya sacca utama - you might want to check this article Managing messaging transcript visibility 

  • fronflower

    You are correct that the default setting in Zendesk is for tickets to be private for 10 minutes after they are created. This means that only the agent who created the ticket and the requester can see it during that time. If the ticket is not picked up by another agent within 10 minutes, it will become public.

    However, there are a few other things that can cause a ticket's visibility to change from private to public:

    • If the agent who created the ticket changes the visibility setting before 10 minutes have passed.
    • If the ticket is assigned to a group of agents, the visibility setting will be public by default.
    • If the ticket is linked to a public knowledge base article, the visibility setting will be public.

    It is also possible that the tickets you found that changed from private to public before 10 minutes had passed were created before the 10-minute default setting was implemented.

    To check the visibility setting for a specific ticket, you can go to the ticket's details page and look in the Visibility section. The setting will be either Private or Public.

    I hope this helps! Let me know if you have any other questions.


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