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Emily20
June 3, 2021
Question

Returning customers in zendesk messenger

  • June 3, 2021
  • 1 reply
  • 41 views

We are in the agent workspace and have switched to messenger, however we are having this issue:

If a customer had a recent conversation with an agent over messenger, this was resolved and the ticket solved, we are finding if the customer comes back before the ticket is closed this does not add the messenger chat back to the live chat queue but instead opens it again in the agents inbox. We find this will be very impractical if for example the agent is away, it is a weekend, or the agent just does not see the message quickly. In this instance the customer will be on live messenger waiting for a quick response but we may not realise. Is there a way to force any reopened messenger conversation back in to the queue for any agent to pick up if the ticket has previously been solved?

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    1 reply

    Kem
    KemEmployee
    Employee
    June 25, 2021

    Hi Emily,

    When a ticket is solved for less than 4 days, it will reopen the ticket once the end-user replies back in the same ticket. If you wish to manage the tickets that reopen when the agent is not available, I suggest that you use the Out of the Office App and integrate it into your Support. The app displays the availability status of the agent assigned to tickets in Zendesk Support. The app prevents tickets from being accidentally assigned to an agent who is unavailable. When this occurs, a pop-up notification is displayed to the agent.

    When a pending, on-hold or solve ticket is reopened by an end-user and the assignee is unavailable, a trigger fires that returns the ticket to the unassigned ticket queue.

    You may install this app by going into the marketplace or click: https://www.zendesk.com/apps/support/out-of-office/

    I hope this helps! Please let me know if you have questions.

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