Why does my update timestamp change when there are no system or comment updates in the event log?

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 to the audit endpoint and filters it out of the event log. The update timestamp changes when Chat adds the chatended event to audits.

This isn't a concern because most sessions end implicitly when ticket status updates occur. These events appear in the event log and match the update timestamp.

The only time this doesn't apply is when a session ends because the agent or the visitor is idle for less than ten minutes. The update timestamp doesn't match what you see in the event log, but it matches the chatended event in audits.

When does a chat session end:

For customers who use Chat in the Agent Workspace:

• Visitor idle timeout
• Visitor ends chat
• Agent ends the chat

For customers who use Messaging in the Agent Workspace:

• Visitor idle timeout, which is 10 minutes for Messaging
• Agent sets ticket status to pending, on-hold, or solved. An open status doesn't end the chat.
• When tickets are closed or deleted

For more information, see the article: When do chats time out?.