System messages

With System messages, you can notify your agents of the updates that occur for a ticket when there are changes to a ticket's status, assignee, or priority.

Note: You can customize your system messages in Settings > System messages on the Sendbird Dashboard.

Distinguish system messages from notifications

When a client app receives a system message through the onMessageReceived() method of the channel event handler, system messages are distinguished from notifications by a value from the message.customType, and their subtype is specified in the message.data as below:

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{
    "message_id" : 40620745,
    "type": "ADMM",
    "custom_type": "SENDBIRD_DESK_ADMIN_MESSAGE_CUSTOM_TYPE",
    "data": "{\"type\": \"SYSTEM_MESSAGE_TICKET_ASSIGNED_BY_SYSTEM\", \"ticket\": <Ticket Object>}",
    ...
    "message": "The ticket is automatically assigned to Cindy.",
    ...
}

Note: The transfer property appears only when the message.data property has the value of SYSTEM_MESSAGE_TICKET_TRANSFERRED_BY_AGENT.

Hide system messages

As system messages deliver updates of a ticket, they are intended to be displayed for agents only. To hide system messages from your app, refer to the following code snippet:

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function isVisible(message) {
    let data = {};
    try {
        data = message.data ? JSON.parse(message.data) : null;
    } catch (e) {
        throw e;
    }

    message.isSystemMessage = message.customType === 'SENDBIRD_DESK_ADMIN_MESSAGE_CUSTOM_TYPE';
    message.isAssigned = data.type === SendBirdDesk.Message.DataType.TICKET_ASSIGN;
    message.isTransferred = data.type === SendBirdDesk.Message.DataType.TICKET_TRANSFER;
    message.isClosed = data.type === SendBirdDesk.Message.DataType.TICKET_CLOSE;

    return !message.isSystemMessage
        && !message.isAssigned
        && !message.isTransferred
        && !message.isClosed;
}

List of message.data

System messages are designed to indicate the reason for the update. The following table covers the value of the subtype specified in the message.data property and their default messages.

List of message.data and default messages

message.data	Default 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	The 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	The 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 on your dashboard.

Sample app