Andrew Ramberg

Please add the ability to customize the chat session timeouts and allow agents to close chats.  Adding it as a option to enable/disable agent access to this feature from the admin UI might be a good solution.

We use Routed Chats and when a customer forgets to close their window/widget they repeatedly come back into the queue, passing from one user to the next each time.  Not only is this a distraction for agents but it also causes real chats to be unfairly distributed.  In our scenario an actual chat discussion can last 20 - 60 min.  One of these stale sessions lasts only a couple minutes as the agent checks to see if the user is actually returning for further support or not.  It's an embarrassing scenario, as we're practically pleading with them to close the widget.

Zendesk Chat works well but lack of this basic feature is significant shortcoming.  Please consider adding this feature so we can recommend Zendesk chat to others in the support community.