What is the Conversation Inactivity Timer beta?

2 Kommentare

  • Denise Sehlmeyer

    Prakruti,

    Couple of things I noticed:

    1. If customer doesn't respond after their initial request and agent has responded, it doesn't change to pending.  - We see this quite a bit, is there a way to have the timer include the initial request that comes into the agents?
    2. If a customer responds after their initial request, this feature does put the ticket in pending.  Is there a way for us to add a notification to the customer that their ticket is being put into pending and that as soon as they reply it will open back up, so they know that we are waiting on them?
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  • Prakruti Hindia
    Zendesk Product Manager

    Hi Denise, 

    Thank you for writing in and sharing examples over email. 

    If customer doesn't respond after their initial request and agent has responded, it doesn't change to pending.  - We see this quite a bit, is there a way to have the timer include the initial request that comes into the agents?

    The timer begins from the end-user response after the ticket is assigned to an agent. I understand your requirement based on the screenshots - there are end-users who haven't responded after the initial conversation with the bot. These customers might be waiting for a response from your team. I hope my description of your workflow is correct.

     

    If a customer responds after their initial request, this feature does put the ticket in pending.  Is there a way for us to add a notification to the customer that their ticket is being put into pending and that as soon as they reply it will open back up, so they know that we are waiting on them?

    For now, the agents can use macros to set expectation with the customer. However, this year, we are planning to bring more transparency to the customers. Support for an automated message such as this is part of our 2024 roadmap. 

    - Prakruti

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