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Differentiate between chat vs. support ticket in Agent Workspace

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Alison Cook

已于 2021年1月27日 发布

We noticed today in the Agent Workspace that when we enable the "Non-email conversations are public by default" in Ticket Settings, the comment section is defaulted to chat/public reply (which is great!) however, all our other tickets are also defaulted to public reply. 

We'd love a way to be able to distinguish between a chat & a support ticket in order to default a chat reply vs internal reply.

Thanks!

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    Michael Mader

    I was informed by Zendesk Support that in order for our Chat agents to have their Chats served up in the comment box as a chat and not as an internal note, that I need to check the box "Non-email conversations are public by default", this however, also includes the API, in which our phone system integrates into Zendesk, that is now public by default.  

     

    So it seems, we're being asked to either default phone calls (for those of us using the API) to public comments for the sake of Chat working correctly

    OR

    Default phone calls to internal notes (as they should be) and make my Chat agents switch from internal note to chat for every served up chat.

    My question is, why are active chats that come in, not always automatically served in the Chat channel?  It seems weird that they would default to anything else?

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    Kolten Kittleson

    Zendesk Product Manager

    Hey Alison Cook

    This is great feedback on how we can enhance the current UI. At this time there aren't options for setting such channel specific logic, however we will be sure to bring this to the team for review. 

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