Recipe: Managing tickets created outside of business hours using End session as a ticket trigger action





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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: 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





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