In this recipe, we’ll walk you through a process that uses the End session ticket trigger action to manage a surge in messaging traffic. This trigger removes inactive messaging tickets from the queue, allowing you to prioritize more recent messaging tickets where the end user is still active.
The recipe includes the following sections:
Related recipes:
- Recipe: Managing a surge in messaging traffic (omnichannel routing configuration)
- Recipe: Managing a surge in messaging traffic using custom queues
- Recipe: Managing tickets created outside of business hours using End session as a ticket trigger action
- Recipe: Reporting on messaging tickets with ended sessions
Overview
The process described in this recipe:
- Identifies an inactive messaging ticket.
- Ends the messaging session for the ticket and tags it as abandoned.
- Creates a view to track abandoned tickets.
- Solves and closes the abandoned ticket.
This recipe assumes your account meets the following configuration requirements:
- Messaging is activated.
- The end session feature is turned on.
- You’re using messaging settings to route your messaging tickets.
- You’ve created a trigger category called “Ticket surge management.” You can also use any pre-existing trigger categories, or create a new category when building the trigger.
Step 1: Create a ticket trigger to identify, end, and tag inactive tickets
Start by creating a support ticket trigger that identifies tickets created in the messaging channel that become inactive, are not assigned to any user, and do not already have the abandoned_queue tag.
The trigger then automatically ends the related messaging session and adds an abandoned_queue tag.Basics
In your newly created trigger, add the following basic information:
- Trigger name (required, but you can use any name you want): Abandoned tickets
- Description (optional): Identifies and tags inactive tickets.
- Trigger category (required, but you can use any category you want): Ticket surge management
Conditions
Add the following conditions to the trigger:
Meets ALL of the following conditions:
- Ticket > Channel | is | Messaging
- Ticket > Assignee | is | -
- Ticket > Messaging session state | Changed to | Inactive
- Ticket > Tags | Contains none of the following | abandoned_queue
Actions
Add the following actions then save the trigger:
- Ticket > Messaging session | End Session
- Ticket > Add tags | abandoned_queue
Step 2: Create a view to follow up
Now, add a view that compiles all tickets with the abandoned_queue tag added by the new trigger. You can refer to this view to monitor abandoned messaging tickets and to follow up with those conversations if needed.
Basics
Add a view with the following basic information:
- Name: Abandoned queue
- Description (optional): All tickets tagged with abandoned_queue
- Who has access: Choose the internal users who can access the view
Conditions
Add the following conditions and save the view:
Tickets must meet all of these conditions to appear in the view
- Ticket > Tags | Contains at least one of the following | abandoned_queue
- Assignee | Is | -
Step 3: Create a trigger to solve tickets abandoned by the end user
Next, you’ll create another trigger that solves the tickets that have the abandoned_queue tag.
Basics
In this new trigger, add the following basic information:
- Trigger name (required, but you can use any name you want): Solve abandoned tickets
- Description (optional): Solves tickets with the abandoned_queue tag
- Trigger category (required, but you can use any category you want): Ticket surge management
Conditions
Add the following conditions to the trigger:
Meets ALL of the following conditions:
- Ticket > Channel | is I Messaging
- Ticket > Tags | Contains at least one of the following | abandoned_queue
Actions
Add the following action then save the trigger:
-
Ticket > Ticket status | Solved
Step 4: Create an automation to close the ticket
Finally, you’ll create an automation to close messaging channel tickets that include the abandoned_queue tag and have been marked Solved.
Basics
In this new automation, add the following basic information:
- Automation title: Close abandoned and solved messaging tickets
Conditions
Add the following conditions to the trigger:
Meet all of the following conditions:
- Ticket > Channel | is | Messaging
- Ticket > Tags | Contains at least one of the following | abandoned_queue
- Ticket > Status category | Is | Solved
Actions
Add the following action then save the automation:
Perform these actions:
- Ticket > Status category | Closed
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