Zendesk Chat -- automating the ending of a chat
Looking for a way to automate the ending of chats where customers have been idle for some time.
In an ideal world staff would have time to monitor all chats and do this manually but, realistically, this doesn't happen for us and I'm sure doesn't happen for others - especially at this time of year.
I think it would be useful to be able to automate 'nudge' messages where customers have been idle for a given time, and then to automate the ending of the chat when the idleness continues beyond a certain time.
This would be hugely helpful for my team at Keller Williams. Our chat duration drags on much longer than it needs to because the process of ending a chat / managing the ticket adds a significant amount of time to the workflow. Please help us save time in 2020 by implementing this feature.
+1 I'll add our experience to that as well. This would be huge.
What would also be helpful would be to notify the user that the chat will be auto ending due to idle time. Give them some warning before we just end the chat. Otherwise, I'm afraid that if we implement this, customers would rate us poorly for 'cutting them off'.
This would be great, was anything set up for solving chats?
unfortunately this is natively currently not possible.
As a workaround, you could create an Automation to Solve or Close your chat tickets and with that end them.
Automations run every hour, that way, all your Chat tickets would then be Solved / Closed.
Here you can find more details on Automations: About automation and how they work
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