• 공식 댓글

  Sarah Darmawan

  • 2022년 06월 14일 07:09

  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.

• Matt Foley

  • 2022년 05월 20일 17:05

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

• Shayan Moussawi

  • 2022년 05월 20일 20:18

  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

  • 2022년 05월 31일 19:14

  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.

• Fiona

  • 2023년 05월 02일 17:42

  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

  • 2023년 06월 09일 07:05

  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.

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