Question

Can I update the requester of a live chat or message in the Agent Workspace? How will that impact future tickets created by the updated requester? 

Answer

We have made an update to the behavior of the requester field. 

In the past, when an agent updates the requester to another user while the conversation is live, all subsequent tickets from both the original requester and the updated requester will be attributed to the original request. See the scenario below outlining this behavior.

  1. User A sends a message and ticket 1 is created.
  2. Agent updates the requester in ticket 1 to user B.
  3. User A sends a message before the conversation has ended.
  4. Message from user A persists on ticket 1.
  5. Ticket 1 is closed.
  6. User A sends a new message.
  7. Ticket 2 is created with the requester as user B.

To prevent agents from accidentally making a change to the requester field, we have now disabled the requester field while a conversation is live. You will only be able to make a change of requester when you end the conversation.

How to end a chat 

For customers using Chat in the Agent Workspace, chats will end in one of the following ways:

  • Visitor idle timeout.
  • The visitor ends the chat.
  • The agent ends the chat.

How to end a message 

For customers using messaging in the Agent Workspace, messages will end in one of the following ways:

  • Visitor idle timeout (10 minutes).
  • When an agent sets the ticket status to pending, on-hold, or solved. Open status does not end the message.
  • Messaging tickets are closed or deleted.

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

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