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End Session (Messaging) should be available as Action in triggers.



Posted Nov 21, 2024

Context:
My company uses Sunco platform  to enable  users  to chat and create  ticket with conversation.


The problem we're facing, when user closes a chat  in mobile app (we use sunco api to send messages, and webhooks to send message back to mobile app , no sdk, etc),  - we  close the ticket every time user closes the chat, to release a conversation and allow user to create new tickets.
and that creates a lot of problems for Agents:

  •  agent can not modify  closed conversation ticket
  • we can not offer satisfaction survey for this ticket.
    and all the rest.

Solution:

  • make `End Session` as Action  for trigger  – in that case, we could solve tickets, end session, and let agents work on ticket after chat.
  • [Alternative] allow to end session via API

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4

4 comments

image avatar

Shawna James

Community Product Feedback Specialist

Hey Andrii,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

0


image avatar

Naina Mathur

Zendesk Product Manager

Hey Andrii, thank you for taking the time to provide us with this feedback!
 
 This feature request has been accepted and is on our roadmap in 2025. Per our Community Guidelines, we can provide general guidance for anticipated feature and functionality release dates, and any discussion of planning is always subject to change. To stay on top of product releases please visit our What’s New page in the Help Center. We are going to leave this post open for comment to allow others to provide their feedback and use cases.
 
Thank you again for your feedback and for being a valuable customer with Zendesk.

2


Hi Naina Mathur , great news – this is a critical feature for us. Do you have any more visibility whether it's something planned for the short term (H1) or more towards the middle/end of 2025?

2


image avatar

Shawna James

Community Product Feedback Specialist

Hey Anastasiia thanks for your question. Right now we are not able to provide a specific release for this feature however we will continue to update this thread as more information becomes available. Thank you!

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