Messaging tickets take days to appear in our queues, ticket views or groups of tickets

Issue symptoms

Messaging tickets take days to appear in queues, ticket views, or groups of tickets. For example, a messaging ticket appears in the unassigned queue much later than expected.

Resolution steps

If some messaging tickets take days to show up in queues, multiple situations are possible:

The customer didn't complete the form to transfer the conversation

If your customer starts a conversation but they don't complete the form provided, the system won't transfer it to an agent. Read the details of the ticket to understand when the AI transferred it.

Verify if the customer submitted the ticket outside business hours

To verify if the customer submitted the ticket outside business hours:

In Admin Center, click AI in the sidebar, then select AI agents > AI agents. Click the name of the AI agent you want to edit, and go to Messaging behavior > Escalation. Under Outside business hours, ensure Create a ticket is selected.

If this is the case, see the recipe: Recipe: Managing tickets created outside of business hours using End session as a ticket trigger action

Your view conditions don't match the ticket settings

To verify your view conditions:

Open your view settings that dictate the conditions upon which your ticket appears

Open your ticket events to review the timeline of what happened to your ticket

Compare the view conditions with the ticket criteria to understand why the view doesn't include the ticket

Update your view conditions to match the ticket criteria