Create trigger to "End Session" on messaging instead of agent doing manually

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Nikki Mier

Posted Feb 09, 2025

Hi everyone - hoping this gets some traction as a ZD update

 

The question I raised to ZD Support: Is it possible to create a trigger to end messaging session when ticket is assigned / pending / solved?

 

Reason: Currently - our agents are trained to end the session on messaging - however there are many instances where they unfortunately forget. In the event the agent is not working, and the user reopens the chat - the dialogue is in their open tickets and not routed to a live agent.  Ideally - would be great to have  a trigger that any time they assign the ticket to someone else, send an email instead of message, or solve the ticket - that the messaging session is ended. This way - if they mistakenly do not “end session” it happens automatically. 

ZD Response: currently not possible. You can only use end session feature as a condition and not an action in our business rules.

 

If anyone has a work around - please comment below!

 

Thank you

 

-Nikki

 

 

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2 comments

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      Elaine

      Hi Nikki,
       
      Thank you for raising this important issue.
       
      Having a trigger to end the messaging session when a ticket is assigned, pending, or resolved would certainly streamline our workflow and help prevent miscommunication. It's unfortunate that ZD support has indicated this feature is currently unavailable.
       
      I encourage anyone who has faced a similar challenge or has found workarounds to share their insights below. Also, please be sure to follow the post linked by Kris, as it may contain valuable information on this topic.
       
      Thank you for your efforts in bringing this to light

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