Messaging inactivity

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11 Comentários

  • Christine
    Zendesk Engineering
    Hi Milton,

    We'll continue to assist you on the ticket you raised with our support team. Kindly check your email for updates. Thanks!
    0
  • Mei-E Loh
    Zendesk Product Manager

    Hi Milton, 

    We might have a workaround for you. 

    We are introducing new update via types in support triggers when a transcript is added to ticket comments. This happens upon a conversation ending either through idle timeout or ticket status updates to pending/ on hold/solved. If you set this condition you should be able to capture idle timeout to add tags. 

    This update should probably be released in the second week of October. 

    Cheers,

    Mei-E 

     

    0
  • Milton Lobo

    That sounds like just the thing. Would you be able to confirm when it launches and what it's listed under please?

    0
  • Milton Lobo

    Hi. Would it be possible to get an update on the above please?

    0
  • Mei-E Loh
    Zendesk Product Manager

    Hello Milton, 

     

    Sorry for the late response, we will be moving to testing phase soon, so i would say definitely expect it this quarter. I will let you know again once we roll to production

    Cheers,

    Mei-e  

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  • Paul Riscalla

    Was this ever released?

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  • Kulin Joshi

    Mei-E Loh Do we have any update on this?

    0
  • Prakruti Hindia
    Zendesk Product Manager

    Hi folks, 

    We have rolled out capabilities over this year to address inactivity and timeouts - 

    • Triggers and Automations have new via type named Chat Transcript. You can setup Triggers where Ticket is Updated, Channel is Messaging , Update via Chat Transcript and Status is New, then add a tag. This is the feature Mei-e was referring to. 
    • Improvements in routing to keep the new messaging tickets in the queue. There would be no timeout from the queue. This feature - Messaging Activity Routing can be enabled from Omnichannel Routing settings. 
    • Agents' capacity in messaging is automatically released after 10 minutes of no end-user response or by submitting the ticket with status - Pending, On-hold or Solved. However, if you wish to shorten the window for releasing agent's capacity, you can opt into this Early Access Program

    I hope this helped answer your questions. 

    1
  • Paul Riscalla

    Prakruti Hindia I have filled in the EAP form and followed up with a message weeks ago, no one is responding to us!

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  • Prakruti Hindia
    Zendesk Product Manager

    Thanks for signing up for the EAP. We are activating EAP in phases. I have sent out an EAP activation email to you. Apologies for the delay. 

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  • A A
    Triggers and Automations have new via type named Chat Transcript. You can setup Triggers where Ticket is Updated, Channel is Messaging , Update via Chat Transcript and Status is New, then add a tag. This is the feature Mei-e was referring to. 

    Prakruti Hindia

    I tried to set up such a trigger but in this case the status of a ticket is Open and not New. So such a trigger will affect other tickets that are not inactive.

    0

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