FAQs: What is Fall-back to Default in IM and how does it work?

FAQs: What is Fall-back to Default in IM and how does it work?

Fall-back to Default is a ticket status behavior in Zoho Desk that automatically resets a ticket or conversation to the configured default status when a customer sends a new reply.

This feature ensures that reopened conversations become active again and are visible to agents for follow-up.

How it works

When a customer replies to a ticket or chat conversation:
  1. The ticket status automatically changes to the configured default status, typically Open.
  2. The conversation is marked as active, enabling agents to identify and respond promptly.
This behavior can be configured through Ticket Status customization settings.


Behavior in Instant Messaging (IM)

When Instant Messaging is enabled in Zoho Desk:
  1. Customer replies from chat channels trigger the ticket or conversation to fall back to the default active status.
  2. Conversations do not remain in resolved or inactive states after a new message is received.
  3. Agents can maintain continuity in real-time support interactions.

When to use Fall-back to Default

Enable this option to:
  1. Ensure reopened conversations are clearly visible to agents
  2. Prevent follow-up messages from being overlooked
  3. Maintain consistent tracking of active conversations

Configuration

To configure Fall-back to Default:
  1. Navigate to Ticket Status customization.
  2. Select the desired status.
  3. Enable the option to fall back to the default status when a customer replies.
Once configured, the system will automatically update the ticket status whenever a customer sends a new message.