Ulugbek M.

Thank you. 

Good day. 

I have a question. 

The situation is like this. 

1. an end-user creates a ticket,
2. Agent 1 replies within 25 seconds (so FRT goes to Agent 1) 
3. Agent 1 puts the ticket to 'On-hold' status
4. Agent 2 replies to the ticket and solves it 
5. the ticket is assigned to the Agent 2

Then I create a report and I see that FRT metric is reflected to the Agent 2, rather than Agent 1. 

Example: 

First reply time – 25 sec
Assignee – Agent 2

And I assume that Agent 2 has replied to the ticket within 25 secs and it is not true. 

Does anyone has an idea how to separate FRT so that I could see in a Report the actual list of agents performed on the FRT metric and not the ones who solved the ticket?
 

Eric Nelson, Sure, thank you. 

Sometimes we get 'Android User e18efebe087ffbd5e93b6042' in a messaging ticket created by a customer. 

Any advice? 

Good day. 

Is Zendesk planning to separate message status as a stand alone attribute for messaging? It seems to be more convenient to find a workaround or the best solution by using that kind of attribute rather than using Continuous conversations. For my case Continuous conversations feature disrupts the logic of the bot-flow by interfering into the 'When closed' flows of the bot by suddenly sending a message requesting an email. Moreover this message cannot be amended in any way, which also shrinks the way it can be efectively used. 

And for @https://support.zendesk.com/hc/en-us/profiles/1263758747090-Sara the trigger is supposed to work only when the Department is offline by default. However you might try to amend it in the Chat's 'Trigger' section.