Phillip Mills

Hi! I was directed here after filing a ticket about a similar issue. Our workflow for working tickets post-chat is to unassign the ticket created from the chat so that it can appear as a workable ticket in our queue. If someone picks it up and starts working it, and then the chat times out, like, 50 minutes later, it gets unassigned from them and back to the chat operator, and the person working the ticket loses visibility of the issue.

It was suggested to us to wait until the chat end/timeout before doing the unassignment in the first place, but we only offer chat for critical issues, which have an SLA of 1 hour. If we have to burn the first 50 minutes of that process waiting for the chat to timeout on the user's end, then we're gonna have a lot of reported SLA breaches.

Anyway, I hope this use case provides some validity for either shortening the timeout length or giving control to the chat operator to force-end the chat.

Thanks!