Cody

Agreed with Stephen, is there a way to build a trigger or workflow that would make inactive tickets "active" so they respect the capacity rules.  I would not prefer to have an agent reassign 90 "inactive" messaging tickets when they start their day.

Agreed, this fix is very much needed.  Asking the agent to manage their status during and after calls / messages is not a reasonable ask if we are wanting to make the agent experience better in order to provide better service to the customer.