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Can I use a trigger or an automation to identify when the transcript is appended to a ticket?



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Mei-E Loh

Zendesk Product Manager

Edited Dec 10, 2024


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3 comments

  • 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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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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