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.
How it works
- The ticket status automatically changes to the configured default status, typically Open.
- The conversation is marked as active, enabling agents to identify and respond promptly.
Behavior in Instant Messaging (IM)
- Customer replies from chat channels trigger the ticket or conversation to fall back to the default active status.
- Conversations do not remain in resolved or inactive states after a new message is received.
- Agents can maintain continuity in real-time support interactions.
When to use Fall-back to Default
- Ensure reopened conversations are clearly visible to agents
- Prevent follow-up messages from being overlooked
- Maintain consistent tracking of active conversations
Configuration
- Navigate to Ticket Status customization.
- Select the desired status.
- Enable the option to fall back to the default status when a customer replies.
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