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트리거나 자동화를 사용하여 언제 대화 내용이 티켓에 첨부되는지 식별할 수 있나요?

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Mei-E Loh

Zendesk Product Manager

2024년 12월 17일에 편집됨

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      Jupete Manitas

      Hi Daniel, thanks for writing in! 
      Can you clarify more on what you mean by "Messaging-transcript-email ticket updates"? However, this business rule condition only applies to certain conditions:
      For customers using chat in Agent Workspace, a session ends when:
      • Visitor idle timeout
      • Visitor ends chat
      • Agent ends the chat
      For customers using messaging in Agent Workspace, a session ends when:
      • Visitor idle timeout - 10 minutes for messaging
      • Agent sets ticket status to pending/on-hold/solved (not open, open does not end the chat)
      • Tickets are closed/deleted
       

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      Daniel

      Are we able to utilize this condition to specify a modified format for Messaging-transcript-email ticket updates? 

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      Santiago Gandolfo

      • Visitor idle timeout - 10 minutes for messaging

      Could this time be configurable or at leas be reduced to something more useful for messaging? (something like 1 second would be ideal, 10 seconds would be nice and 1 minute would be acceptable).
      Cheers!

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