Why does auto-release capacity run on an unassigned ticket?

Question

Why does auto-release capacity run on my unassigned ticket?

Answer

Use the auto-release capacity setting to mark a conversation inactive after a set time. By default, the feature applies to assigned tickets in messaging. One exception applies.

If an agent sends a message while the ticket is unassigned, the auto-release capacity setting runs.

If an agent sends a message and the ticket becomes unassigned before the auto-release timer starts, the timer stops. For more details, see Managing your omnichannel routing configuration.