Announced on | Rollout starts | Rollout ends |
December 16, 2024 | December 10, 2024 | December 12, 2024 |
Zendesk is happy to announce the release of a new trigger condition to help you manage your active, inactive, and ended tickets more efficiently.
This announcement includes the following sections:
What is changing?
The new ticket trigger condition captures the transition of a messaging ticket’s session state from active to inactive, active to ended, or inactive to active.
The Messaging session state condition is also supported in Queues to create separate queues for active and inactive messaging tickets.
This condition is only available on accounts using Zendesk's messaging capability. It is available in Queues on accounts with Omnichannel Routing turned on.
Why is Zendesk making this change?
The Messaging session state condition can be used to create workflows such as:
- Route inactive conversations in the queue to a different group of agents or queues. This can be particularly useful when you are seeing a surge in traffic.
- Prioritize active conversations over inactive conversations if all conversations are in the queue when Messaging Activity Routing is turned on. This will allow faster responses to the end users while enabling agents to pick work via the Accept button.
- Report on conversations that have turned inactive in the queue. You can use this to identify the First Reply Time and other metrics for active conversations picked from the queue and inactive conversations.
What do I need to do?
You can find out more about the new condition in ticket triggers.
If you have feedback or questions about this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
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