Recipe: Managing a surge in messaging traffic (omnichannel routing configuration)

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<p class="p">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. </p>
<div class="p">If you are migrating from live chat to messaging, this recipe replicates the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826868250" target="_blank">missed chat workflow</a>. <div class="note note">
<span class="notetitle">Note:</span> This recipe is for accounts
using omnichannel routing. If you are using messaging routing, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9339278067482" target="_blank">Managing a surge in messaging traffic (messaging routing
configuration)</a>.</div>
</div>
<p class="p">The recipe includes the following sections:</p>
<div class="p">
<ul class="ul" id="recipe-traffic_surge_OCR__ul_irz_nd2_4fc">
<li class="li"><a class="xref" href="#topic_sfq_4d2_4fc">Overview</a></li>
<li class="li"><a class="xref" href="#topic_njv_4d2_4fc">Step 1: Create a ticket trigger to identify, end, and tag inactive tickets</a></li>
<li class="li"><a class="xref" href="#topic_md1_pd2_4fc">Step 2: Create a view to follow up</a></li>
<li class="li"><a class="xref" href="#topic_tj3_pd2_4fc">Step 3: Create a trigger to solve tickets abandoned by the end user</a></li>
<li class="li"><a class="xref" href="#topic_zhq_pd2_4fc">Step 4: Create an automation to close the ticket</a></li>
</ul>
</div>
<p class="p">Related recipes:</p>
<div class="p">
<ul class="ul">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9339278067482" target="_blank">Recipe: Managing a surge in messaging traffic
(messaging routing configuration)</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9340032656026" target="_blank">Recipe: Managing tickets created outside of
business hours using End session as a ticket trigger action</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9340024053402" target="_blank">Recipe: Reporting on messaging tickets with
ended sessions</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_sfq_4d2_4fc">
<h2 class="title topictitle2" id="ariaid-title2">Overview</h2>
<div class="body">
<p class="p">The process described in this recipe:</p>
<ul class="ul" id="topic_sfq_4d2_4fc__ul_kbz_vd2_4fc">
<li class="li">Identifies an inactive messaging ticket.</li>
<li class="li">Ends the messaging session for the ticket and tags it as abandoned. </li>
<li class="li">Creates a view to track abandoned tickets.</li>
<li class="li">Solves and closes the abandoned ticket.</li>
</ul>
<p class="p">This recipe assumes your account meets the following configuration requirements:</p>
<ul class="ul" id="topic_sfq_4d2_4fc__ul_zzw_222_4fc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409103246874" target="_blank">Messaging is activated</a>.</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8372292195354" target="_blank">The end session feature is turned on</a>. </li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149119514-About-omnichannel-routing" target="_blank">You’re using omnichannel routing settings to
route your messaging tickets</a>. </li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4828787357210-Managing-your-omnichannel-routing-configuration#topic_glj_pmr_wbc" target="_blank">You’re counting inactive tickets toward agent
capacity</a>.</li>
<li class="li">You’ve <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834781594" target="_blank">created a trigger category</a> called
“Ticket surge management.” You can also use any pre-existing trigger categories
or create a new category when building the trigger.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_njv_4d2_4fc">
<h2 class="title topictitle2" id="ariaid-title3">Step 1: Create a ticket trigger to identify, end, and tag inactive tickets</h2>
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<div class="p">
<div class="div">
<p class="p">Start by <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466-Creating-ticket-triggers-for-automatic-ticket-updates-and-notifications#topic_qfk_s23_vsb" target="_blank">creating a support ticket trigger</a>
that identifies tickets created in the messaging channel that become
inactive, are not assigned to any user, and do not already have the
<em class="ph i">abandoned_queue</em> tag. </p>
The trigger then automatically ends the
related messaging session, adds an <em class="ph i">abandoned_queue</em> tag, and removes the
ticket from the queue.</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_bqg_422_4fc">
<h3 class="title topictitle3" id="ariaid-title4">Basics</h3>
<div class="body">
<p class="p">In your newly created trigger, add the following basic information:</p>
<div class="p">
<ul class="ul" id="topic_bqg_422_4fc__ul_cdg_x22_4fc">
<li class="li">
<strong class="ph b">Trigger name (required, but you can use any name you want)</strong>:
Abandoned tickets </li>
<li class="li">
<strong class="ph b">Description (optional)</strong>: Identifies and tags inactive tickets. </li>
<li class="li">
<strong class="ph b">Trigger category (required, but you can use any category you
want)</strong>: Ticket surge management </li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_t25_422_4fc">
<h3 class="title topictitle3" id="ariaid-title5">Conditions</h3>
<div class="body">
<p class="p">Add the following conditions to the trigger:</p>
<div class="p">
<div class="div">
<p class="p"><strong class="ph b">Meets ALL of the following conditions</strong>: </p>
<ul class="ul" id="topic_t25_422_4fc__ul_tjg_1f2_4fc">
<li class="li">Ticket &gt; Assignee | is | - </li>
<li class="li">Ticket &gt; Messaging session state | Changed to | Inactive </li>
<li class="li">Ticket &gt; Tags | Contains none of the following |
<em class="ph i">abandoned_queue</em>
</li>
</ul>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_awb_p22_4fc">
<h3 class="title topictitle3" id="ariaid-title6">Actions</h3>
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<div class="p">
<div class="div">
<p class="p">Add the following actions, then save the trigger:</p>
<ul class="ul" id="topic_awb_p22_4fc__ul_np3_cf2_4fc">
<li class="li">Ticket &gt; Messaging session | End Session </li>
<li class="li">Ticket &gt; Add tags | <em class="ph i">abandoned_queue</em>
</li>
<li class="li">Ticket &gt; Group | -</li>
</ul>
</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_md1_pd2_4fc">
<h2 class="title topictitle2" id="ariaid-title7">Step 2: Create a view to follow up</h2>
<div class="body">
<p class="p">Now, you'll <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888828570" target="_blank">add a view</a> that compiles all tickets with
the <em class="ph i">abandoned_queue</em> 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.</p>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_qhm_t22_4fc">
<h3 class="title topictitle3" id="ariaid-title8">Basics</h3>
<div class="body">
<p class="p">Add a view with the following basic information:</p>
<div class="p">
<ul class="ul" id="topic_qhm_t22_4fc__ul_b4p_kf2_4fc">
<li class="li">
<strong class="ph b">Name</strong>: Abandoned queue </li>
<li class="li">
<strong class="ph b">Description (optional)</strong>: All tickets tagged with abandoned_queue </li>
<li class="li">
<strong class="ph b">Who has access</strong>: Choose the internal users who can access the view
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_rhm_t22_4fc">
<h3 class="title topictitle3" id="ariaid-title9">Conditions</h3>
<div class="body">
<p class="p">Add the following conditions and save the view:</p>
<p class="p"><strong class="ph b">Tickets must meet all of these conditions to appear in the view</strong></p>
<ul class="ul" id="topic_rhm_t22_4fc__ul_nz5_lf2_4fc">
<li class="li">Ticket &gt; Tags | Contains at least one of the following |
<em class="ph i">abandoned_queue</em>
</li>
<li class="li">Assignee | is | - </li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_tj3_pd2_4fc">
<h2 class="title topictitle2" id="ariaid-title10">Step 3: Create a trigger to solve tickets abandoned by the end user</h2>
<div class="body">
<p class="p">Next, you’ll create another trigger that solves the tickets that have the
<strong class="ph b">abandoned_queue</strong> tag.</p>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_zwp_t22_4fc">
<h3 class="title topictitle3" id="ariaid-title11">Basics</h3>
<div class="body">
<p class="p">In this new trigger, add the following basic information:</p>
<div class="p">
<ul class="ul" id="topic_zwp_t22_4fc__ul_gvk_rf2_4fc">
<li class="li">
<strong class="ph b">Trigger name (required, but you can use any name you want)</strong>: Solve
abandoned tickets </li>
<li class="li">
<strong class="ph b">Description (optional)</strong>: Solves tickets with the abandoned_queue
tag </li>
<li class="li">
<strong class="ph b">Trigger category (required, but you can use any category you
want)</strong>: Ticket surge management </li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested2" id="topic_axp_t22_4fc">
<h3 class="title topictitle3" id="ariaid-title12">Conditions</h3>
<div class="body">
<p class="p">Add the following conditions to the trigger:</p>
<div class="p">
<div class="div">
<p class="p"><strong class="ph b">Meets ALL of the following conditions</strong>: </p>
<ul class="ul" id="topic_axp_t22_4fc__ul_e13_wf2_4fc">
<li class="li">Ticket &gt; Channel | Is | Messaging </li>
<li class="li">Ticket &gt; Tags | Contains at least one of the following |
<em class="ph i">abandoned_queue</em>
</li>
</ul>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested2" id="topic_bxp_t22_4fc">
<h3 class="title topictitle3" id="ariaid-title13">Actions</h3>
<div class="body">
<p class="p">Add the following action, then save the trigger:</p>
<div class="p">
<ul class="ul" id="topic_bxp_t22_4fc__ul_up2_dg2_4fc">
<li class="li">
<p class="p">Ticket &gt; Ticket status | Solved</p>
</li>
</ul>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested1" id="topic_zhq_pd2_4fc">
<h2 class="title topictitle2" id="ariaid-title14">Step 4: Create an automation to close the ticket</h2>
<div class="body">
<p class="p">Finally, you’ll <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883801626-Creating-and-managing-automations-for-time-based-events#topic_adj_pzy_tb" target="_blank">create an automation</a> to close messaging
channel tickets that include the <em class="ph i">abandoned_queue</em> tag and have been marked
<em class="ph i">Solved</em>.</p>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested2" id="topic_qj5_t22_4fc">
<h3 class="title topictitle3" id="ariaid-title15">Basics</h3>
<div class="body">
<p class="p">In this new automation, add the following basic information:</p>
<div class="p">
<ul class="ul" id="topic_qj5_t22_4fc__ul_vtq_gg2_4fc">
<li class="li">
<strong class="ph b">Automation title</strong>: Close abandoned and solved messaging tickets
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title16" class="topic nested2" id="topic_rj5_t22_4fc">
<h3 class="title topictitle3" id="ariaid-title16">Conditions</h3>
<div class="body">
<p class="p">Add the following conditions to the trigger:</p>
<p class="p"><strong class="ph b">Meet all of the following conditions:</strong></p>
<ul class="ul" id="topic_rj5_t22_4fc__ul_qx2_3g2_4fc">
<li class="li">Ticket &gt; Channel | Is | Messaging </li>
<li class="li">Ticket &gt; Tags | Contains at least one of the following |
<em class="ph i">abandoned_queue</em>
</li>
<li class="li">Ticket &gt; Status category | Is | Solved </li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title17" class="topic nested2" id="topic_sj5_t22_4fc">
<h3 class="title topictitle3" id="ariaid-title17">Actions</h3>
<div class="body">
<p class="p">Add the following action, then save the automation:</p>
<p class="p"><strong class="ph b">Perform these actions:</strong></p>
<ul class="ul" id="topic_sj5_t22_4fc__ul_gsq_3g2_4fc">
<li class="li">Ticket &gt; Status category | Closed </li>
</ul>
</div>
</div>
</div>
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