Customizing Inactivity Timeout in Zendesk Messaging
Can I customize the inactivity timeout for messaging in Zendesk?
Currently, the visitor idle timeout for messaging in Zendesk is set to 10 minutes and is not configurable. This means that after 10 minutes of inactivity, the session will end, which can trigger updates.
If you want to avoid notifications for updates after inactivity, consider setting up your triggers to only send updates when a ticket is updated via a public comment. This way, you can control when notifications are sent based on specific actions rather than inactivity.
More related questions
Can I use the 'Update via' trigger condition for chat transcripts in Zendesk?
Yes, you can use the 'Update via' trigger condition to identify when a ticket is updated with a chat or messaging transcript. This condition is useful for setting up triggers and automations in Zendesk. To ensure this condition works correctly, the…
What conditions must be met for the 'Update via' trigger to work in Zendesk?
For the 'Update via' trigger condition to work in Zendesk, certain conditions must be met. The transcript visibility needs to be public, and the chat or messaging session must have ended. If you're using messaging with omnichannel routing, the…
How does session ending affect the 'Update via' trigger in Zendesk?
The 'Update via' trigger in Zendesk is affected by how and when a session ends. For chat in Agent Workspace, a session ends when the visitor or agent ends the chat, or due to visitor idle timeout. For messaging, a session ends when the visitor is…
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