When do chats time out?

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8 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 Patil

    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

    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.

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  • 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.
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