chat timeout while waiting in queue

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Michael Klybor

Publication le 16 mars 2023

Hi I am having problems with zendesk from the client side. the chat conversation keeps disconnecting. The vendor from whom I am seeking support says "it timed out because of inactivity". What is one supposed to do to maintain "activity" when waiting in a support queue for 2 hours? Is this some zendesk configuration setting that they can change to improve behavior? Guess this is inverse tech support, the customer providing support to the vendor. thanks!

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      Sarah Darmawan

      Hi Michael,

      We're sorry to hear you've been facing connectivity issues. This can be caused by a myriad of reasons, including internet degradation, end user leaving the Chat before being served, long running mobile sessions (amongst others).

      One way to avoid Chat timeouts is to move to Messaging - this extends the conversation session so neither agents nor end users will be disconnected.

      Hope this helps!

      - Sarah D.

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