Why Messages Aren't Seen in Zendesk
Find out why messages may not show as seen in Zendesk. Learn about session end and tracking limits.
Why doesn't my message show as seen in Zendesk?
Your message might not show as seen in Zendesk if the chat session has ended or if the six-hour tracking window has passed. Zendesk updates the delivery status to seen only within six hours after sending the message.
If the messaging visitor is inactive for more than 10 minutes or if the agent updates the ticket status to pending or solved, the chat session ends, preventing the status from updating to seen.
More related questions
Why do I only see one checkmark for my outbound messages in Zendesk?
If you're seeing only one checkmark for your outbound messages in Zendesk, it means the message was successfully sent but not necessarily seen by the recipient. Zendesk only updates the delivery status to two checkmarks, indicating the message was…
What causes a chat session to end in Zendesk messaging?
A chat session in Zendesk messaging can end due to inactivity or ticket status updates. Specifically, if a messaging visitor is inactive for more than 10 minutes, the session will end. Additionally, if an agent updates the ticket status to pending…
How long does Zendesk track message delivery status?
Zendesk tracks the delivery status of messages for up to six hours after they are sent. During this time, the status can update to show that the message was seen by the recipient. However, if the chat session ends before this period due to…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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