Wrap Up Time for Chat Tickets



  • Lawrence Dye

    My team is also looking for a solution to solve this problem. 

    Focus Mode was a good first step, but in situations where a visitor suddenly leaves the chat, the agent may not have time to manually adjust their status before the next call or chat comes in.

    This leads to a poor experience for the agent and customer, as the agent is unable to focus on one ticket at a time. 

  • Rina

    Lawrence Dye

    Thanks for your support on this. I also am aware of the Focus Mode but face the same issues you noted.

    I also notice that the Zendesk Support interface continues to show the customer as 'active' however if we use the pop-out chat app, it shows the customer is offline/has left the conversation. I have reported this to the Zendesk Team via Help chat this morning.

  • Prakruti Hindia
    Zendesk Product Manager

    Thank you all for writing in.

    I would like to know more about how your agents work. How many conversations do the agents respond at a time? How much time would your agent need for wrap up ? 


    There have been improvements in the wrap experience as part of Agent Workspace and Messaging. I am sharing this information incase there are other followers / viewers with similar feedback. 

    With Agent Workspace, it has become easier for agents to complete wrap up. They can switch to internal notes as part of the same ticket , updates tags and ticket fields without needing to switch between different windows. 

    With messaging, agents can switch to internal notes, updates tags and ticket fields during the conversation. The capacity is released only when the agent submits the ticket as Pending, Solved or On-hold. 



  • Rina

    It can depend on the complexity of the enquiry, but on average agents will answer between 2 - 3 live messages at a time (we have moved from LiveChat to Messaging in recent months).

    We have the ticket wrap-up time currently enabled to 20 mins away time, before it auto reverts to available online status.

    Hope this helps Prakruti Hindia

  • Lawrence Dye

    Prakruti Hindia

    Our team will serve one conversation at a time, as issues require individual attention. We also made the switch to Messaging recently, but have noticed that there are still calls coming in within a certain amount of time while the ticket is still open.

    This prevents the agent from finishing one task before starting another, which is not a workflow that we consider ideal. 

    As far as the Talk wrap-up, we currently have it set to unlimited so the agent can take the time they need to research and resolve one ticket at a time. The reporting features help us ensure this time isn't abused. 

  • ccahoon

    Crucial need for CHATS #Wrap-up time

    Hi @Prakruti Hindia

    I've reviewed your advised Agent Workspace and Messaging refrences.

    And also the applicable area of Chat Routing settings : https://support.zendesk.com/hc/en-us/articles/4408836490138

    However not able to find a solution to a fundamental requirement of a Chat service.

    Where/how can you set the Agent Routing to apply a set time delay (i.e. 2mins) before serving another chat request to an agent whom has just finished a previous chat?

    We need WRAP UP time for the just finished chat - especially if the customer may have disconnected & the Agent hasnt time to Change status to AWAY before being auto served a new chat customer.

  • Zane Jandsten


    I would also like to put in a vote for this feature. Our team handles up to 2 chats at a time, and having additional time following a chat being closed (10 minutes) to perform client requests, and escalate the ticket if needed would allow much more flexibility for the team to ensure each request is prioritized, without having to manually set oneself to invisible.


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