Inna Khoma

I'm just so disappointed that Zendesk has been promising this feature for years and still has not implemented it yet. Guys, it's crucial for user experience, not only for our customers but for agents as well! Seeing never-ending conversations with different topics doesn't help in solving issues and being productive. 

I spent so many hours with my team building a bot to find out now that I can't use it as expected. Moreover, I spent time talking to a support rep who didn't know the "New conversation" button wasn't available for us, Zendesk customers. 

Reading all the comments convinced me that I need to look up another app for chat and bots.

Hi, can you please help with this automation rule?

Leverage automation to change the ticket status to pending, or to solved/closed. 

I'm not sure how to set it up correctly to be able to change the status after a customer is inactive in chat for 10 minutes. Thanks!