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Miscellaneous

This page explains the following information:


System message types

When the client app receives admin messages through the channel event handler, System messages can be distinguished from another admin message type, Notification messages, by SENDBIRD_DESK_ADMIN_MESSAGE_CUSTOM_TYPE in the message.customType. System messages are also classified into various subtypes that indicate changes in the assignee, team, ticket priority, and ticket status. Refer to the following table for the details of subtypes specified in the message.data property and their default messages.

List of message.data of System messages

message.dataDefault message

SYSTEM_MESSAGE_TICKET_ACTIVE_TO_IDLE_BY_AGENT

The ticket status is changed from Active to Idle by {by_agent_name}.

SYSTEM_MESSAGE_TICKET_ACTIVE_TO_IDLE_BY_SYSTEM

The ticket status is automatically changed from Active to Idle.

SYSTEM_MESSAGE_TICKET_ASSIGNED_BY_AGENT

The ticket is assigned to {to_agent_name} by {by_agent_name}.

SYSTEM_MESSAGE_TICKET_ASSIGNED_BY_SYSTEM

This ticket is assigned to {agent.display_name} by the system.

SYSTEM_MESSAGE_TICKET_CLOSED_BY_AGENT

The ticket is closed by {by_agent_name}.

SYSTEM_MESSAGE_TICKET_CLOSED_BY_CUSTOMER

The ticket is closed by the customer.

SYSTEM_MESSAGE_TICKET_CLOSED_BY_PLATFORM_API

The ticket is closed by the Platform API.

SYSTEM_MESSAGE_TICKET_CLOSED_BY_SYSTEM

This ticket is automatically closed.

SYSTEM_MESSAGE_TICKET_GROUP_ASSIGNED_BY_AGENT

The ticket is assigned to the {to_team_name} team by {by_agent_name}.

SYSTEM_MESSAGE_TICKET_GROUP_TRANSFERRED_BY_AGENT

The ticket is transferred from {from_teamName} to the {to_team_name} team by {by_agent_name}.

SYSTEM_MESSAGE_TICKET_GROUP_TRANSFERRED_BY_PLATFORM_API

The ticket is transferred from {from_team_name} to the {to_team_name} team by the Platform API.

SYSTEM_MESSAGE_TICKET_GROUP_UNASSIGNED_BY_AGENT

The ticket is set to be independent from the {from_team_name} team by {by_agent_name}.

SYSTEM_MESSAGE_TICKET_IDLE_TO_ACTIVE_BY_AGENT

The ticket status is changed from Idle to Active by {by_agent_name}.

SYSTEM_MESSAGE_TICKET_IDLE_TO_ACTIVE_BY_CUSTOMER

The ticket status is changed from Idle to Active by the customer.

SYSTEM_MESSAGE_TICKET_IDLE_TO_ACTIVE_BY_SYSTEM

The ticket status is automatically changed from Idle to Active.

SYSTEM_MESSAGE_TICKET_PRIORITY_VALUE_UPDATED_BY_AGENT

The priority of the ticket is changed to {priority} by {by_agent_name}.

SYSTEM_MESSAGE_TICKET_PRIORITY_VALUE_UPDATED_BY_CUSTOMER

The priority of the ticket is changed to {priority} by the customer.

SYSTEM_MESSAGE_TICKET_PRIORITY_VALUE_UPDATED_BY_PLATFORM_API

The priority of the ticket is changed to {priority} by the Platform API.

SYSTEM_MESSAGE_TICKET_REOPENED_BY_AGENT

The ticket is reopened by {by_agent_name}.

SYSTEM_MESSAGE_TICKET_REOPENED_BY_CUSTOMER

The ticket is reopened by the customer.

SYSTEM_MESSAGE_TICKET_TRANSFERRED_BY_AGENT

The ticket is transferred from {from_agent_name} to {to_agent_name} by {by_agent_name}. Reasons for transfer: "{memo}."

SYSTEM_MESSAGE_TICKET_WIP_BY_AGENT

The ticket status is changed to In progress by {by_agent_name}.

SYSTEM_MESSAGE_TICKET_WIP_TO_UNASSIGNED_BY_SYSTEM

The ticket status is automatically changed from In progress to Pending.

Note: Default messages can be edited in Settings > System messages of your dashboard.