Issue symptoms
WhatsApp tickets cause long loading times and impacting performance.
Resolution steps
WhatsApp tickets generate long interactions between agents and customers. Until the ticket is closed, every interaction with the customer will remain on the same ticket. This eventually causes long threads and loading issues that can impact your performance. See the options below to improve WhatsApp ticket loading times.
Create an automation
Check if the default automation Close ticket 4 days after status is set to solved is still active. When a ticket is solved, this automation closes the ticket after four days. This ensures when your customer contacts you again through WhatsApp their new interaction will create another ticket.
Closed tickets cannot be changed as an inborn system rule. You can use this as the main tool to prevent tickets from getting too long. Zendesk suggests checking if this automation is still active, if not, activate it again.
Create a WhatsApp automation
You can also build a specific automation for WhatsApp tickets by designing a shorter closing time. Follow the steps below to create an automation to close WhatsApp tickets after one hour of being set to solved.
- Create a new automation
- Under Meet all of the following conditions, add:
- Ticket: Status category | Is | Solved
- Ticket: Channel | Is | WhatsApp
- Ticket: Hours since status category solved | Greater than | 1
- Under Actions, add:
- Ticket: Status category | Closed
- Click Create automation
Manually close the ticket
A common issue reported with WhatsApp tickets is that conversations can be long due to the huge amount of interactions this platform generates. Most interactions are within the solved and closed statuses. Customers often return to chat on the same ticket which generates massive conversations resulting in longer loading times.
As a best practice, create a workflow that manually closes a ticket. This will prevent the customer from continuing to chat on the same ticket as soon as the conversation starts to get too long. To achieve this, create a trigger to close the ticket manually. See the trigger recipe in the following article: How can I manually close a ticket? [Video].
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