Explore best practices and tips for agents handling messaging tickets. This section addresses common workflows, tools, and strategies for efficient agent communication, helping your team provide responsive, consistent customer support.
Q: Are there shortcuts, templates, saved replies, canned responses or macros for Messaging?
A: Yes, these are called Shortcuts and can save typing time by inserting common phrases with just a few keys. Shortcuts are used for Messaging tickets and Macros are used for all other non-messaging ticket types in Zendesk.
Q: How can agents add internal notes to messaging tickets?
A: The same as any other ticket. Simply by selecting Internal note in the comment type drop-down box.
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Adding comments to tickets
- See subtitle: Adding a public or private comment to a ticket
Q: Is there a way for agents to transfer messaging tickets to other agents or group?
A: Yes, agents transfer a messaging ticket to another agent by simply changing the ticket assignee. Agents receive a notification when a messaging ticket is assigned to them by another agent.
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Receiving and sending messages in the Zendesk Agent Workspace
- See subtitle: Assigning a messaging ticket to another agent or group
Q: How do agents handle messages that come in from different channels?
A: The ticket will indicate to the agent which channel the ticket was received via e.g Messaging widget, Facebook Messenger etc.
Q: What happens to the ticket after a messaging session has been ended by the agent?
A: The following things will occur with the ticket from this point:
- The Messaging channel option is deactivated for that conversation.
- The conversation ticket now becomes an email ticket from this point onwards until the agent marks it as solved.
- The session ending event is captured and displayed in the ticket event history.
- Agents can continue communicating with one another on the ticket using internal notes.
- Agents can contact the customer through other available channels.
- The customer can no longer add comments to that ticket via the messaging widget. Customer comments entered in the messaging channel will start a new messaging conversation/ticket.
- When a session is ended, the messaging conversation session becomes inactive. If you're using omnichannel routing, this releases messaging capacity if count only active conversations towards agent capacity. See Counting inactive conversations toward agent capacity.
- The status of the ticket associated with the current messaging conversation isn't updated.
See also:
Q: Do agents have the ability to view device information about the end-user?
A: Yes they can. End-user metadata is captured whenever an end user interacts with Zendesk.
Q: What is the difference between the invisible vs away statuses?
A: See below:
- Online: Signifies you're available to answer messages.
- Away: Signifies internally to other agents that you're away from your computer. You can still send and reply to messages when your status is Away.
- Invisible: Lets you log into the Chat dashboard but not be visible online. You can still get incoming message requests and reply to messages if your status is Invisible.
See also:
Q: How do we prevent the agents full name from being visible to the end-user in a messaging conversation?
A: You will need to utilise the Agent Alias feature on their user profile. Once you set an alias, this name will display to end-users across all ticket channels, including messaging.
Q: Can the agent end a messaging session?
A: Yes they can, providing this setting has been configured for them.
Allowing agents to end messaging sessions