Can I use the trigger condition "Update via" when a ticket is updated with the chat or messaging transcript?

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3 Comments

  • Santiago Gandolfo
    • Visitor idle timeout - 10 minutes for messaging

    Could this time be configurable or at leas be reduced to something more useful for messaging? (something like 1 second would be ideal, 10 seconds would be nice and 1 minute would be acceptable).
    Cheers!

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  • Daniel

    Are we able to utilize this condition to specify a modified format for Messaging-transcript-email ticket updates? 

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  • Jupete Manitas
    Zendesk Customer Care
    Hi Daniel, thanks for writing in! 
    Can you clarify more on what you mean by "Messaging-transcript-email ticket updates"? However, this business rule condition only applies to certain conditions:
    For customers using chat in Agent Workspace, a session ends when:
    • Visitor idle timeout
    • Visitor ends chat
    • Agent ends the chat
    For customers using messaging in Agent Workspace, a session ends when:
    • Visitor idle timeout - 10 minutes for messaging
    • Agent sets ticket status to pending/on-hold/solved (not open, open does not end the chat)
    • Tickets are closed/deleted
     
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