Planning your staffing and operational requirements for messaging

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  • Fernando
    Zendesk Luminary

    How do I "Close inactive conversations to improve agent availability. For example, once ten minutes have passed since the last end user message, the conversation is no longer considered active, and agent capacity is released. Releasing agents if a ticket status changes to Pending, on Hold, or Solved can also help with this."

  • Judy Correia
    Zendesk Luminary

    Is it possible to set different messaging availability across customers? For example, messaging is available for all customers during local business hours, customers on a premium support model have 24/7 messaging availability

  • Mike DR
    Zendesk Customer Care
    Hi Fernando! You can use a trigger to set the status of a ticket to close by using a tag (close_me_now as an exmpale) to fire the trigger for those messaging tickets you want to close.

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