Recipe: Managing tickets created outside of business hours using the End session action

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Professional or Enterprise

In this recipe, we’ll walk you through a process that identifies messaging tickets created outside of business hours, tags them, removes them from the active queue, and organizes them into a view.

The recipe includes the following sections:

• Overview
• Step 1: Create a ticket trigger to apply a business hours schedule to incoming messaging tickets
• Step 2: Create a ticket trigger to identify tickets created outside of your business hours schedule
• Step 3: Create a view to track messaging tickets created outside of business hours
• Step 4 (optional): create a custom queue to manage messaging tickets created outside of business hours

Related recipes:

• Recipe: Managing a surge in messaging traffic (messaging routing configuration)
• Recipe: Managing a surge in messaging traffic (omnichannel routing configuration)
• Recipe: Managing a surge in messaging traffic using custom queues
• Recipe: Reporting on messaging tickets with ended sessions

Overview

The process described in this recipe:

• Applies a business hours schedule to new tickets created through the messaging channel.
• Identifies new tickets that are created outside of your set business hours.
• Tags the ticket as being submitted outside of business hours and removes them from the active queue.
• Creates a view to track tickets submitted outside of business hours.
• Creates a custom queue to handle tickets submitted outside of business hours.

This recipe assumes your account meets the following configuration requirements:

• Messaging is activated.
• The end session feature is turned on.
• You’re using omnichannel routing settings to route your messaging tickets.
• You’re counting inactive tickets toward agent capacity.
• You’ve set a business hours schedule in your messaging configuration.
• 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 apply a business hours schedule to incoming messaging tickets

First, create a support ticket trigger that identifies new tickets in the messaging channel and applies your messaging business hours schedule to them.

Basics

In your newly created trigger, add the following basic information:

• Trigger name (required, but you can use any name you want): Apply business hours
• Description (optional): Applies business hours schedule to new messaging 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 > Status category | Is | New

• Ticket > Channel | Is | Messaging

Actions

Add the following actions, then save the trigger:

• Ticket > Set schedule to | [schedule name]

  • [Schedule name] is the name of the saved schedule in your messaging channel

Step 2: Create a ticket trigger to identify tickets created outside of your business hours schedule

Next, create another support ticket trigger that identifies new messaging tickets submitted outside of your business hours, tags them, and ends the related messaging session.

The trigger then automatically removes them from the active queue.

Basics

In your newly created trigger, add the following basic information:

• Trigger name (required, but you can use any name you want): After-hours messaging tickets
• Description (optional): Identifies and tags messaging tickets submitted after business hours
• 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 > Status category | Is | New
• Ticket > Schedule | Is | [schedule name]
• Ticket > Within business hours | Is | No

Actions

Add the following actions, then save the trigger:

• Ticket > Add tags | offline_conversations
• Ticket > Messaging session | End Session
• Ticket > Group | Is | -

Step 3: Create a view to track messaging tickets created outside of business hours

Now, you’ll add a view that compiles all tickets with the offline_conversations tag. You can refer to this view to monitor messaging tickets submitted outside of business hours, and to follow up with those conversations if needed.

Basics

In this new view, add the following basic information:

• Name: Offline messaging tickets
• Description (optional): All tickets tagged with offline_conversations
• 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 | offline_conversations

Step 4 (optional): create a custom queue to manage messaging tickets created outside of business hours

Finally, create a custom queue to route messaging tickets created outside of business hours.

Basics

In your newly created custom queue, add the following basic information:

• Name (required, but you can use any name you want): Offline messaging tickets queue
• Description (optional): Queue to handle messaging tickets submitted outside business hours
• Queue priority: 1

Conditions

Add the following conditions to the custom queue:

Meet all of the following conditions:

• Ticket > Tags | Contains at least one of the following | offline_conversations

Groups

Add the following group, then save the custom queue:

Primary groups:

• Support