What Causes a Chat Session to End in Zendesk?
What causes a chat session to end in Zendesk?
A chat session in Zendesk can end due to several reasons, depending on whether you're using chat or messaging in the Agent Workspace. For chat users, sessions end when the visitor is idle, the visitor ends the chat, or the agent ends the chat.
For messaging users, sessions end if the visitor is idle for 10 minutes, the agent sets the ticket status to pending, on-hold, or solved, or when tickets are closed or deleted. Open status does not end the chat. Understanding these conditions can help manage session timings effectively.
More related questions
Why does my update timestamp change without visible updates?
The update timestamp changes due to a 'chatended' event being added to audits, even if it's not visible in the event log. When a chat session ends, a 'chatended' event is appended in the audit endpoint, which updates the timestamp. This is normal…
How does visitor idle timeout affect chat sessions?
Visitor idle timeout is a key factor in ending chat sessions in Zendesk. For chat users, if a visitor is idle, the session will end. In messaging, the idle timeout is set to 10 minutes, after which the session will automatically end if no activity…
Why doesn't the update timestamp match the event log?
The update timestamp might not match the event log due to the 'chatended' event being filtered out of the visible log. This event is still recorded in the audit endpoint, which updates the timestamp. This discrepancy typically occurs when a session…
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