• Christine

  • September 27, 2022 04:49

  Zendesk Engineering

  Hi Milton,
  
  We'll continue to assist you on the ticket you raised with our support team. Kindly check your email for updates. Thanks!
  
• Mei-E Loh

  • October 05, 2022 09:32

  Zendesk Product Manager

  Hi Milton, 

  We might have a workaround for you. 

  We are introducing new update via types in support triggers when a transcript is added to ticket comments. This happens upon a conversation ending either through idle timeout or ticket status updates to pending/ on hold/solved. If you set this condition you should be able to capture idle timeout to add tags. 

  This update should probably be released in the second week of October. 

  Cheers,

  Mei-E 

   

• Milton Lobo

  • October 13, 2022 12:47

  That sounds like just the thing. Would you be able to confirm when it launches and what it's listed under please?

• Milton Lobo

  • November 02, 2022 11:41

  Hi. Would it be possible to get an update on the above please?

• Mei-E Loh

  • November 03, 2022 02:34

  Zendesk Product Manager

  Hello Milton, 

   

  Sorry for the late response, we will be moving to testing phase soon, so i would say definitely expect it this quarter. I will let you know again once we roll to production

  Cheers,

  Mei-e  

• Paul Riscalla

  • July 12, 2023 16:02

  Was this ever released?

• Kulin Joshi

  • August 24, 2023 03:37

  Mei-E Loh Do we have any update on this?

• Prakruti Hindia

  • August 24, 2023 07:40

  Zendesk Product Manager

  Hi folks, 

  We have rolled out capabilities over this year to address inactivity and timeouts - 

  • Triggers and Automations have new via type named Chat Transcript. You can setup Triggers where Ticket is Updated, Channel is Messaging , Update via Chat Transcript and Status is New, then add a tag. This is the feature Mei-e was referring to. 
  • Improvements in routing to keep the new messaging tickets in the queue. There would be no timeout from the queue. This feature - Messaging Activity Routing can be enabled from Omnichannel Routing settings. 
  • Agents' capacity in messaging is automatically released after 10 minutes of no end-user response or by submitting the ticket with status - Pending, On-hold or Solved. However, if you wish to shorten the window for releasing agent's capacity, you can opt into this Early Access Program. 

  I hope this helped answer your questions. 

• Paul Riscalla

  • September 07, 2023 22:34

  Prakruti Hindia I have filled in the EAP form and followed up with a message weeks ago, no one is responding to us!

• Prakruti Hindia

  • September 11, 2023 09:36

  Zendesk Product Manager

  Thanks for signing up for the EAP. We are activating EAP in phases. I have sent out an EAP activation email to you. Apologies for the delay. 

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