Feature Request - Messaging Transcripts

TITLE: Messaging Transcripts

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

Add the ability to export Messaging transcripts like you can in Chat. 

What problem do you see this solving? (1-2 sentences) 

Not being able to export transcripts...

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This week. You can't download messaging conversation transcripts... 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

No.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Allow users to download messaging transcripts just like you would in Chat. 

I am in need to share my messaging tickets (including comments) with an external team and i cant find a simple straight forward way to do this. I am going all around the bush to work on this with no solution. I need this export option.

Lending my support to this request as well. We often need to easily review the full transcript for Messaging conversations, or occasionally send a transcript to one of our customers. 

This feature used to exist in Live Chat and we sorely miss it after updating to Messaging.

I agree, this is an important feature to use if the customer request the transcripts, and the print feature won't print out the full chat. 

Thanks for your feedback, 
The primary reason to not provide the explicit option for transcript download is as follows 

• Transcript is sent automatically to the end user once the messaging conversation is updated ( Ticket Status is updated) or ticket is closed. On Messaging ticket creation is not optional and ticket will be created by default. On Messaging  customers with or without Zendesk AI agent admins can configure email ID collection as a mandatory step. 
• Transcript setting is also available with the Admins and same can be used to control whether transcript is sent on ticket update or when ticket is closed. 
• There is additional option of print ticket which takes the print of overall conversation, useful in scenario where rules and workflow mandates a physical copy of the conversation. 

Not being able to download transcripts i.e. download last 7 days worth of tickets is a major downfall of the service.

I hope this is fixed soon to give Zendesk users more options with their data. With AI powered tools exporting conversations would provide more valuable insight than any reports currently available in the Explore Section of ZD. 

TITLE: Messaging Transcripts

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

Add the ability to export Messaging transcripts 

What problem do you see this solving? (1-2 sentences) 

For now it's not possible to download the script if you use Advanced AI agents

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

Before we had such feature and customers received script by their wish

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

no

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Customer will receive transcript after the ticket of Messaging is solved. Support agents can download it and provide to the customer by request.