Why Update Timestamp Changes Without Visible Updates
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 behavior, especially when ticket status updates occur, as these events are logged and correspond with the timestamp.
However, if a session ends because the agent or visitor is idle for less than ten minutes, the update timestamp may not match the visible event log but will align with the 'chatended' event in audits. For more details, you can refer to the originalZendesk article.
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