I have searched and conducted experiments, that what caused ticket visibility to change from private to public in Zendesk messaging is when the ticket has passed 10 minutes since the ticket was created, but the ticket is not picked up by all agents (still: NEW).
but I found some tickets "ticket visibility" changed from private to public before 10 minutes from the ticket was created.
so i want to ask actually what caused ticket visibility change from private to public in zendesk messaging?
Hi ariya sacca utama - you might want to check this article Managing messaging transcript visibility
You are correct that the default setting in Zendesk is for tickets to be private for 10 minutes after they are created. This means that only the agent who created the ticket and the requester can see it during that time. If the ticket is not picked up by another agent within 10 minutes, it will become public.
However, there are a few other things that can cause a ticket's visibility to change from private to public:
It is also possible that the tickets you found that changed from private to public before 10 minutes had passed were created before the 10-minute default setting was implemented.
To check the visibility setting for a specific ticket, you can go to the ticket's details page and look in the Visibility section. The setting will be either Private or Public.
I hope this helps! Let me know if you have any other questions.
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