Andrii Gerasymchuk

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