Santiago Gandolfo

Summary

We are trying receive Webhook requests every time one of our users sends a message from the New Zendesk Web Messenger.

Context

We were trying to use the trigger "Ticket is Updated", but for some reason, on Messaging and Chat the requests are only sent after 10 minutes of the user sending their last message. According to the Zendesk Support team we've been talking to, this is because the trigger is only fired after the chat idles.

We asked if the time could be shortened (to 0 would be perfect, but 10 or 30 seconds would be acceptable) but were told that it wasn't possible.

Feature Request

We are requesting for one of this following things:
1. To be able to reduce that idle time so that the trigger doesn't take too long.

2. For new messages to instantily trigger the "Ticket is Updated" trigger (just like they do when creating a new ticket, changing the ticket to "Open", "Pending", "On-hold", or "Solved", the agent sending a message when the ticket is "Pending", etc)

3. To have a new trigger specifically for when a new message is sent on Messenger or Chat