Kris

Thanks for the update Joel, looking froward to this change!

This is one of the most basic features I can imagine support software having and to not have it available from the beginning was surprising (it sounds like it was available and then removed). To have it be added at an additional cost when it's not reliant on the AI features it's bundled with is such a disappointment it's making us reconsider our investment in Zendesk. Please enable this for all plans as soon as possible.

Similar to this (end session) and this (excluding tickets from capacity) it would be ideal if an action to make a session Inactive was added as an action. Zendesk recently added a filter to check a conversation's status, but not to manage them. We are trying to use workaround such as Hold status to remove certain conversations from capacity, but being able to do this directly as an action would be ideal.

Currently when a new sandbox is created it emails admins that are added that their password is expiring even if the security policy on the originating instance does not require this (it looks like this is because they are migrated with the existing password, but with an expiration). The emails look like a phishing attempt given the random url that is generated. It would be ideal to explain in the email why they are receiving it or an option to suppress them as every time we generate a new sandbox it causes internal confusion. Thanks for considering some improvements here!

For Messaging specifically, another option could be exposing active/inactive status as a condition and action. For example, you could check Messaging status is Active alongside other conditions like tags, and the action could be to make it Inactive so it's removed from capacity. 

Hi Barry and Jenny! I think our use case is pretty similar to what is described here, basically we want control over whether a given ticket is counted towards capacity and ideally this would be accessible to both Messaging and API/email tickets. To explain the problem we are solving for:

- Our agents go Online and are excepted to handle conversations assigned to them. These are what we consider sync or live conversations. 

- If the request cannot be resolved synchronously it's made asynchronous. It's at this point we would want it to no longer count against their capacity as they will work on it separately and we don't put a strict limit on async capacity

- We're using Capacity Release so if the user's reply was last this will count against agent capacity indefinitely. What we're experiencing is users returning to existing conversations and these counting against our agent's capacity unknowingly/unexpectedly. We only want the sync conversations to be counted against their capacity.

I have been testing a number of workarounds but haven't found a great one yet. I did notice if it's toggled to Pending for example and back to Open it goes inactive and no longer counts, but this has proved challenging to automate as if both triggers (the one to make it Pending and one to set it back) run in the same event it does not go inactive. So far the only viable solution is a custom Hold status, but this is commingling statuses in a way we'd prefer to avoid if possible.

One potential solution would be custom statuses having a setting to be excluded from capacity. That should allow us to do what we want using triggers to update the status (for example, if tagged async and updated via Messaging set status to a custom Open one name Async that is not counted against Capacity). 

We have ours set to use On Hold so this is what ours looks like, so it's not targetable directly but since we only set things to On Hold manually otherwise for Messaging this is working for us for now (though we'd prefer something more specific):

We are struggling to get Omnichannel to behave as we want it. We essentially have two buckets of tickets, sync and async, through both Messaging and email. We recently enabled Messaging's Capacity Release setting but found tickets that reopen count against capacity indefinitely until they are replied to or the status changes. Ideally, there would be a setting that is basically the opposite of the tag to selectively route emails through Omnichannel where you can indicate a conversation should not run through Omnichannel or count against capacity.

We are currently looking at our options none of which are ideal but include changing the status to something else then back to open, which seems to make it inactive, or using a custom hold status for async tickets. Ideally that could be under Open but if it is it still counts against capacity without this feature.

We have a similar need. Our source of truth data in Looker is only refreshed daily so we were hoping to give our agents a more real-time option. We provide support through a mix of Messaging and non-Messaging, but do not do ticket ownership generally so the assignee is not reliable. This is possible for non-Messaging, but not for Messaging. At a minimum we'd like to report on the number of Messaging conversations a reply is sent on and how many replies are sent on them. 

Not ideal, but we used a trigger to automate reopening the ones Capacity Release applied to since the only other way we set holds is manually via web so we were able to target them using channels. We don't have it on yet because we aren't migrated to the new backend yet.