When do chats time out?

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20 Comments

  • Katie Welzbacher

    Has this feature been made customizable? If a customer is using a mobile device and wants to toggle between browser screens (for instance if an agent has shared a link the customer wishes to visit), their chat is automatically ended. Do Admins have the ability to change this or adjust the time frame?

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Katie,

    Since the visitor is in control of the chat session, he is the only one that can end the chat based on the three ways listed in this article. We understand your need for this functionality so I am marking your comment as Product Feedback. We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.

     

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  • Tejas

    Hi Team,

    "If the end user chats in again after an agent leaves, it pops back into the queue. In these cases, the history of their previous chat is present because it’s still considered the same chat session. Any subsequent messages are added to the chat session, and once ended are added to the history as a single entry."

    Seems this is not applicable with the agent workplace, is it correct?

    In Agent work place when agent leaves the chat, it shows customer has also left the chat. :(

     

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  • Jeff C
    Zendesk Customer Care

    I've test this behaviour and it seems that you are correct that its not applicable with the Agent Workspace. Once an agent ends the chat, the customer also shows to have left the session. If the customer chats again or send a message, it is treated as whole new session which then creates a new ticket.

    I hope this answers your inquiry whereas this is expected behaviour.

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  • Rina

    Claire Miller Jeff C is correct, please review this guidance as it doens't seem to match with what happens in Zendesk Agent Workspace. Our agents would love it if the re-opened chat opened the original ticket as before so they could see the chat history. It can be very difficult for our team to pick up a thread of conversation and also frustrating for the customer to have to provide all the information more than once.

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  • Diosa

    Hello, Katrina.
     

    I'm marking this article as needing to be updated with the most up-to-date information.
     

    Also, thank you for your feedback. You might be interested in Zendesk Messaging, which allows you to stay engaged anywhere and have ongoing conversations with your customers so they never have to repeat themselves.

    -1
  • Lawrence Dye

    I wonder if it is at all possible to give agents control over when a chat is ended.

    If the visitor leaves but there is still work to be done on a ticket, is there a way for that chat to remain "active" so the agent doesn't get put back into the queue for the next chat or call until they end the chat or solve the ticket?

    We trust our agents to be working a ticket when unavailable, and have the reporting to see if this is abused. It would help keep the agent focused on one task at a time. 

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  • Diosa
    Hello, Lawrence.
     
    That is possible with Zendesk Messaging. It enables you to stay engaged with your customers and have ongoing conversations with them so they never have to repeat themselves, and it gives your agents control over when the conversation is resolved.
    -1
  • Kristal Offutt

    It's been requested for quite some time - my team sends people to other pages quite often so having it kick out our customers within this time frame is painful for everyone. Go upvote on the feature request! https://support.zendesk.com/hc/en-us/community/posts/4409217438618-Feature-Request-Adjust-Chat-Timeout-Period# 

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  • Susan

    We are having issues with our chat timing out after only 30 seconds and when the customer chats again it opens a new chat with "Visitor" and random numbers. Any idea why this might be happening? This is the chat client in a mobile app.

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  • tweatherly

    We are see the "Visitor" issue too from the agent side.  It only happens about once every 10 days.  We assume it is due to chat time out, but we are having trouble reproducing it.  What is the easiest way to reproduce a chat time out and the Visitor issue?

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  • Santiago Gandolfo
    Community Moderator

    Is there a way to customizethe timeouts? (I'm using Zendesk Messenger)

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  • Marine
    Hi everyone,
     
    Thank you for the feedbacks and, for bringing your concerns into tickets - glad to see the questions are answered through the tickets created in our Support. 
     
    Hi Santiago,
     
    The Chat timeout does not exist/apply to Messaging, as the conversation is no longer session-based as it is for live chats. 
    Thus, this isn't customisable as such concept doesn't exist for Messaging. 
    This is also one of the key advantages of Messaging - to allow users to reply asynchronously via the Messaging channel at their own convenience.
     
    Hope that helps! 
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  • Santiago Gandolfo
    Community Moderator

    Hi Marine,

    I know the Chat timeout shouldn't apply to Messaging, but nevertheless it is applying when trying to use Triggers. If I try to add a "Ticket is Updated" trigger, common sense would say that if a user sends messages through the New Web Widget (Zendesk Messenger) then the trigger would be automatically triggered. But because Messaging seems to be using Chat as a backbone, then the trigger is only fired after the "chat timeout" (which again, doesn't make sense for Messaging where that concept doesn't exist)
    That's why I would like to be able to customizethe that specific timeout. Is it possible?
    Cheers!

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  • Marine
    Hi Santiago,
     
    The condition: Ticket: Is: Updated, will fire only when an existing ticket is modified and submitted, as described in our documentation here: Trigger conditions and actions reference
     
    If you have a specific case where you struggle to understand/set up - I'll be happy to create a ticket in our Support for you. So we can investigate and help you further.
     
    Hope this helps! 
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  • Santiago Gandolfo
    Community Moderator

    Hi Marine,

    I understand how the Ticket is Updated trigger works, as I've been testing it for a couple of months now.

    When a user sends an email, then a ticket is created and the Ticket is Created trigger is fired. When they reply to that email, everytime they do so, the Ticket is Updated trigger is fired. That's what we want.

    But when the user instead sends the same message from the Zendesk Messenger, then logic goes out of the window. The ticket is not created when the user sends their first message, but when they fill their information in the widget and send it. That's not that bad. But when they send another message through the same chat, then the trigger is not fired. That's bad. If the support agent replies to those messages, then the trigger is not fired. If nobody does anything for 10 minutes, then the trigger is fired. If the support agent changes the ticket status, then the trigger is fired. If the support agent send a message when the ticket is on-hold or pending, then the trigger is fired. But when a user sends a message the ticket is on-hold or pending, the ticket automatically changes state to open and the triggeris not fired.

    I would like for this speciffic trigger to work just like it does on Email, but I've been told that, because Zendesk Messenger uses the same backbone as Chat, then this isn't possible, because on Chat, a trigger is Updated when the session ends. Everything that happens during that session isn't considered a ticket Update, and it isn't possible to view the user's messages until the session is ended or timeouts.

    That's why I'm asking about being able to change the timeout. Because I need to be able to get the first messages the user sent when they started the conversation in order to route the ticket, but if I have to wait at least 10 minutes for the ticket to timeout in order to get that first message, then we will start to make our users angry. So being able to reduce that timeout from 10 minutes to 1 minute, or 10 seconds would be a gamechanger.

    Cheers,

    Santiago

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  • Marine
    Hi Santiago,
     
    I will create a ticket for you in our Support to clarify and bring samples if necessary to understand better. 
     
    Thank you!
    -1
  • Darren Blakemore

    Hi

    Firstly we are a new ZD user. Going live soon., so excuse the lack of knowledge :-)

    We have a flow that ends with telling the customer he is being transferred to an agent. What happens if no agents reply. When does the customer understand he won't be talking to an agent??? How long does he sit and watch the screen before he knows it will only be logged as a ticket only????

    A timeout would be awesome. A scenario where, say after 2 minutes, a message tells the customer there are no agents and to close the chat and wait for a call back.

    Any ideas as all I can see it being currently is the customer waiting indefinitely???

     

    Cheers

    Darren

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  • Nikki

    Hi Darren Blakemore

    I'm new to Chats (long-time ZD user though) but the way to do this, as far as I see, is to use Chat Triggers. You can set up something like "if user is still on site but no agent has claimed the chat, then after X seconds, send them X message."

     

    And, if all agents are "Away" or "Offline" you can even get this message to them immediately.

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  • Darren Blakemore

    Hi Nikki

    You are a legend, thank you. I will give the triggers a try and see how I get on.

    :-)

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