Question
Why does my update timestamp change when there are no system or comment updates in the event log?
Answer
When a Chat session ends, Chat appends a chatended event in the audit endpoint and filters it out of the event log. The update timestamp is updated when the chatended event is added to audits.
This isn't of concern as most sessions end implicitly when ticket status updates are made. These events are returned in the event log and correspond with the update timestamp.
The only scenario where this doesn't apply is when a session ends because the agent or visitor is idle for less than ten minutes. The update timestamp doesn't match what you see in the event log but matches the chatended event appended in audits.
When does a chat session end?
For customers using chat in the Agent Workspace:
- Visitor idle timeout.
- Visitor ends chat.
- Agent ends the chat.
For customers using messaging in the Agent Workspace:
- Visitor idle-timeout, which is 10 minutes for messaging.
- Agent sets ticket status to pending, on-hold, or solved. Open status does not end the chat.
- When tickets are closed or deleted.
For more information, see the article: When do chats time out?