Current behavior: In the Zendesk Messaging SDK (iOS & Android), the end-user conversation list shows all conversations without any indication of their current status. Users cannot distinguish between active (Open/Pending) and resolved (Solved) conversations.
Expected behavior: We'd like end users to see the status of each conversation in the conversation list, either via:
- A visible label or badge (e.g. "Open", "Solved", "In progress")
- Or at minimum, a distinct visual indicator (color, icon) for solved conversations
Business impact:
- End users unaware their case is already handled open duplicate conversations on the same topic
- This creates unnecessary agent workload for merging tickets
With multi-conversations enabled the lack of status visibility is more impactful than ever. Users managing multiple threads have no way to know which ones are still active.
Upvote if your team faces the same issue :)