Automatic Switch from Messaging to Email Channels Post Chat

回答済み

4 コメント

  • Matt Foley

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

    1
  • 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. 

    1
  • Trudy Slaght

    I have created a feedback thread in the support channel for this at: https://support.zendesk.com/hc/en-us/community/posts/4643081540122-Agent-Workspace-Add-last-channel-used-as-default-reply-option- 

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

    0
  • Sarah Darmawan
    Zendesk Product Manager

    Hello,

    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.

    -2

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