Automatic Switch from Messaging to Email Channels Post Chat


9 コメント

  • 正式なコメント
    Sarah Darmawan
    Zendesk Product Manager


    Thank you for your feedback. Defaulting to Messaging as the channel is the expected behaviour and there are no plans in our immediate roadmap to resolve this. 

    We understand this can be frustrating to the agent workflow - we will keep an eye out for similar community posts to stay informed on how best to prioritize this behaviour.

    - Sarah D.

  • Matt Foley

    My screenshot doesn't seem to be appearing in my original post...

  • Shayan Moussawi

    I have experienced the same issue. I believe the smoothest solution would be to use the last channel used as the "default" channel. For example if the customer replied via Email in their last response, then the Email channel should be the default selected channel. 

  • Trudy Slaght

    I have created a feedback thread in the support channel for this at: 

    I believe the setting would be enabled in the ticket settings but I agree with you, this behavior you describe would be preferred.

  • Fiona

    This has been coming up as feedback from my team too. Multiple times they've sent "Hi [name]" as an email because they hit enter and didn't realize the mode had defaulted back to messaging. Once a ticket has become email channel, it should stay that way as the default. 

  • Susana Fernández Guinea

    It's very inconvenient that there's in incoming Messaging ticket and that we change the channel to email to solve the ticket. But if the ticket is reopened, the channel is back to messaging.

    This doesn't make sense at all and it's very inconvenient.

    The last channel used should be the channel to which the ticket is reopened.

  • Dennis Scholing

    Fully agree with "The last channel used should be the channel to which the ticket is reopened."

    It's weird that every time the customer responds by email, Zendesk jumps back to Messaging. Just let us respond immediately and automatically by email if the customer has sent a response by email. 

    Or at least an option to enable this, that we have a choice between automatically switching to last used channel or as it is now.

  • Jon Miron

    @Team Zendesk, can we kindly get some attention/prioritization on this thread and similar ones about Messenger? It's an excellent product suggestion to fix a significant papercut in our user experience. Thank you!

  • David Larsen

    +1 - One would think a messaging trigger could be added to support this. When ticket is created by transfer to agent set the default communication type to email. Or if ticket contains tag {default_to_email} then change the communication channel to "Email".

    The lack of support and prioritization for this shows a misunderstanding of how your customers want to use the product.



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