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Channel Settings

Zensync gives you some control over how messages are handled on a channel-by-channel basis. There are also global settings available that can be applied across all channels. Individual channel settings take priority over global settings.

Individual Channel Settings​

Zendesk Assignee Email​

This is the email address that new tickets created from this channel will get assigned to. Zensync does not attempt to validate if this email is a valid agent in Zendesk - that is on you.

Zendesk Tags​

A comma separated list of tags that will be set on Zendesk tickets created from this channel. Note that the tag zensync is automatically applied to all tickets, and any tags defined here will be in addition to that.

Zendesk has a strict format for tags - stick to words with no spaces or special characters (underscores "_" are fine) and you'll be okay.

Global Channel Settings​

Global Channel Settings can be found by navigating to Account Settings > Zendesk Connection on the Zensync Home Tab.

Default Zendesk Assignee Email​

This is the email address that new tickets will get assigned to if there's no channel setting. Most companies will leave this value blank and do the assignment in Zendesk or through an individual channel setting.

Default Zendesk Tags​

A comma separated list of tags to set on Zendesk tickets if there's no channel setting. Keep in mind that the zensync tag is always applied.

Same Sender Message Threading​

A time window where Same Sender Message Threading should apply. See the guide on Creating Tickets for more information about this value. You can disable this feature entirely by selecting Off.