Recipes: Using ticket triggers to manage abandoned conversations

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<p id="docs-hc-snippet" style="display: none;">What's my plan?</p>

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<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" target="_blank">What's my plan?</a></p>
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<td class="entry row-nocellborder" style="vertical-align:top;"><strong class="ph b">All Suites</strong></td>
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<p class="p">There are two ticket trigger conditions that can be used to identify tickets associated
with messaging conversations when a customer is no longer present:</p>
<ul class="ul" id="topic_10440912714266__ul_kvc_mbr_ljc">
<li class="li">Ticket Messaging session state</li>
<li class="li">Ticket Messaging session inactive reasons</li>
</ul>
<p class="p">These conditions allow you to identify tickets that become inactive because the end user
closed their browser or disconnected from the internet. For example, you can use these
conditions to automatically handle the following scenarios:</p>
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<ul class="ul" id="topic_10440912714266__ul_a43_sbr_ljc">
<li class="li"><a class="xref" href="#topic_g5n_4gl_q5e">Automatically solving abandoned conversations</a></li>
<li class="li"><a class="xref" href="#topic_g5n_4gl_q6f">Reassigning abandoned conversations for email follow-up</a></li>
<li class="li"><a class="xref" href="#topic_g5n_4gl_q7g">Re-routing inactive conversations to secondary queue with lower priority</a></li>
<li class="li"><a class="xref" href="#topic_g5n_4gl_q8h">Tagging abandoned conversations for reporting</a></li>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_g5n_4gl_q5e">
<h2 class="title topictitle2" id="ariaid-title2">Automatically solving abandoned conversations</h2>
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<p class="p">The following ticket trigger conditions and actions automatically solve tickets
associated with messaging conversations abandoned by the end user by leaving the
website or going offline. This prevents abandoned conversations from lingering in
the queue and getting assigned to agents.</p>
<p class="p"><strong class="ph b">Meet ALL of the following conditions</strong>:</p>
<ul class="ul" id="topic_g5n_4gl_q5e__ul_ndy_vbr_ljc">
<li class="li">Ticket Status category | Is | Open</li>
<li class="li">Ticket Messaging session state | Changed to | Inactive</li>
<li class="li">Ticket Messaging session inactive reason | Is | User inactive or offline</li>
</ul>
<p class="p"><strong class="ph b">Actions</strong>:</p>
<ul class="ul" id="topic_g5n_4gl_q5e__ul_ody_vbr_ljc">
<li class="li">Ticket Status category | Solved</li>
<li class="li">Ticket Add tags | abandoned_conversation</li>
</ul>
</div>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_g5n_4gl_q6f">
<h2 class="title topictitle2" id="ariaid-title3">Reassigning abandoned conversations for email follow-up</h2>
<div class="body">
<p class="p">The following ticket trigger conditions and actions automatically reassign tickets
associated with abandoned conversations to be treated as email tickets by
omnichannel routing and assigns it to a group of agents who can follow up with the
end user asynchronously.</p>
<p class="p"><strong class="ph b">Meet ALL of the following conditions</strong>:</p>
<ul class="ul" id="topic_g5n_4gl_q6f__ul_pdy_vbr_ljc">
<li class="li">Ticket Messaging session state | Changed to | Inactive</li>
<li class="li">Ticket Messaging session inactive reason | Is | User inactive or offline</li>
</ul>
<p class="p"><strong class="ph b">Actions</strong>:</p>
<ul class="ul" id="topic_g5n_4gl_q6f__ul_qdy_vbr_ljc">
<li class="li">Ticket Set routing channel | Email</li>
<li class="li">Ticket Group | email_group</li>
<li class="li">Ticket Priority | Normal</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_g5n_4gl_q7g">
<h2 class="title topictitle2" id="ariaid-title4">Re-routing inactive conversations to secondary queue with lower priority</h2>
<div class="body">
<p class="p">The following ticket trigger conditions and actions automatically deprioritizes
inactive conversations so that the high priority messaging queue is used only for
active conversations.</p>
<p class="p"><strong class="ph b">Meet ALL of the following conditions</strong>:</p>
<ul class="ul" id="topic_g5n_4gl_q7g__ul_rdy_vbr_ljc">
<li class="li">Ticket Priority | Is | High</li>
<li class="li">Ticket Messaging session state | Changed to | Inactive</li>
<li class="li">Ticket Messaging session inactive reason | Is | User inactive or offline</li>
</ul>
<p class="p"><strong class="ph b">Actions</strong>:</p>
<ul class="ul" id="topic_g5n_4gl_q7g__ul_sdy_vbr_ljc">
<li class="li">Ticket Priority | Low</li>
<li class="li">Ticket Group | secondary_group</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_g5n_4gl_q8h">
<h2 class="title topictitle2" id="ariaid-title5">Tagging abandoned conversations for reporting</h2>
<div class="body">
<p class="p">The following ticket trigger conditions and actions automatically adds a tag that can
be used to identify abandoned conversation tickets for reporting purposes.</p>
<p class="p"><strong class="ph b">Meet ALL of the following conditions</strong>:</p>
<ul class="ul" id="topic_g5n_4gl_q8h__ul_tdy_vbr_ljc">
<li class="li">Ticket Messaging session state | Changed to | Inactive</li>
<li class="li">Ticket Messaging session inactive reason | Is | User inactive or offline</li>
</ul>
<p class="p"><strong class="ph b">Actions</strong>:</p>
<ul class="ul" id="topic_g5n_4gl_q8h__ul_udy_vbr_ljc">
<li class="li">Ticket Add tags | abandoned_conversation</li>
</ul>
</div>
</div>
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