When an end-user initiates a messaging conversation on your help centre or website, a corresponding ticket is generated within Zendesk. This ticket is then systematically routed to a designated group through predefined workflows. Subsequently, the agent retrieves the ticket from a designated view in order to address and resolve the matter.

Once you've set up Messaging you can do one of 2 scenarios from this point in terms of surfacing the messaging tickets inside your views. 

1. Allow messaging tickets to arrive directly into your existing views where agents pick up new unassigned tickets to action
2. Create new views to funnel the a) messaging conversations into and b) distinguish between active and idle messaging conversations.

We will cover both scenarios in this article below:

Scenario 1: Allow messaging tickets to arrive directly into your existing views

In this scenario, you will need to check the conditions of your existing views to confirm the following: 

• There are no existing conditions which may be excluding the Messaging channel
• The view allows for the channels you would like to appear in the view, i.e. tickets for all channels

Scenario 2: Create new views

We suggest considering establishing new views to enhance the management of your Messaging conversations. This approach will ensure that these conversations do not become obscured by tickets originating from other communication channels inside your Zendesk.

Below are the 2 views we recommend creating: 

1. Messaging conversations
2. Idle/Offline conversations

Messaging conversations view settings: 

Idle/Offline conversations view settings:

Note:

1. If you create the Idle/Offline conversations view, you will also need a trigger to mark conversations received outside of business hours as an offline message. This tag is then utilised inside the view above. Please see the example trigger below to create for utilisation with this view.
2. The tag "idle_message" is added automatically by Zendesk when the active conversation becomes idle

Trigger: Add tag to Messages received outside of business hours