Wrap Up Time for Chat Tickets

My team is also looking for a solution to solve this problem. 

Focus Mode was a good first step, but in situations where a visitor suddenly leaves the chat, the agent may not have time to manually adjust their status before the next call or chat comes in.

This leads to a poor experience for the agent and customer, as the agent is unable to focus on one ticket at a time. 

@lawrence12

Thanks for your support on this. I also am aware of the Focus Mode but face the same issues you noted.

I also notice that the Zendesk Support interface continues to show the customer as 'active' however if we use the pop-out chat app, it shows the customer is offline/has left the conversation. I have reported this to the Zendesk Team via Help chat this morning.

Thank you all for writing in.

I would like to know more about how your agents work. How many conversations do the agents respond at a time? How much time would your agent need for wrap up ? 

------------------------------------------------------------------------------------

There have been improvements in the wrap experience as part of Agent Workspace and Messaging. I am sharing this information incase there are other followers / viewers with similar feedback. 

With Agent Workspace, it has become easier for agents to complete wrap up. They can switch to internal notes as part of the same ticket , updates tags and ticket fields without needing to switch between different windows. 

With messaging, agents can switch to internal notes, updates tags and ticket fields during the conversation. The capacity is released only when the agent submits the ticket as Pending, Solved or On-hold. 

Cheers,

Prakruti

It can depend on the complexity of the enquiry, but on average agents will answer between 2 - 3 live messages at a time (we have moved from LiveChat to Messaging in recent months).

We have the ticket wrap-up time currently enabled to 20 mins away time, before it auto reverts to available online status.

Hope this helps @prakruti

@prakruti

Our team will serve one conversation at a time, as issues require individual attention. We also made the switch to Messaging recently, but have noticed that there are still calls coming in within a certain amount of time while the ticket is still open.

This prevents the agent from finishing one task before starting another, which is not a workflow that we consider ideal. 

As far as the Talk wrap-up, we currently have it set to unlimited so the agent can take the time they need to research and resolve one ticket at a time. The reporting features help us ensure this time isn't abused. 

Crucial need for CHATS #Wrap-up time

Hi @Prakruti Hindia

I've reviewed your advised Agent Workspace and Messaging refrences.

And also the applicable area of Chat Routing settings : https://support.zendesk.com/hc/en-us/articles/4408836490138

However not able to find a solution to a fundamental requirement of a Chat service.

Where/how can you set the Agent Routing to apply a set time delay (i.e. 2mins) before serving another chat request to an agent whom has just finished a previous chat?

We need WRAP UP time for the just finished chat - especially if the customer may have disconnected & the Agent hasnt time to Change status to AWAY before being auto served a new chat customer.

Hi,

I would also like to put in a vote for this feature. Our team handles up to 2 chats at a time, and having additional time following a chat being closed (10 minutes) to perform client requests, and escalate the ticket if needed would allow much more flexibility for the team to ensure each request is prioritized, without having to manually set oneself to invisible.

Hi there,

I'd also like to throw my hat in the ring for this feature request. We recently rolled out chat for our team, and most of our chats require our agents to perform a few tasks on behalf of the customer. Ideally we would complete these tasks while the customer is in the chat session, but more and more often customers will abruptly leave the chat session, and a new chat will be assigned before our agent can complete their task. This makes servicing chats unnecessarily stressful for our agents, so I'd love to see something like this implemented soon. Thanks!

Hi There,

This is an extremely important functionality for us. Similar to Talk, we would want "Wrap up Time" to be made available for chats too. This will enable our agents to spend time completing all ticket related activities without having to keep it pending for end of day

Echoing all of the sentiments above. We also require a Chat Wrap Up time. Our agents currently are expected to handle 2 concurrent chats, but as customers drop out of live chats, Zendesk automatically routes them another chat without them having the ability to wrap up the ticket on the chat they'd been working on. This results in agents manipulating the away/invisible statuses to give themselves time to work on their chats, making it difficult for us to track actual online agents and properly staff to our chat requirements.

Is there an update on if/when this may be introduced?

Adding to this in hopes that Zendesk comes through with this crucial, missing feature. As an organization that relies heavily on adherence and acceptance as core metrics, our agents struggle to adequately hand wrap-up tasks when new chats are assigned almost immediately after a chat ends. 

I have seen larger companies develop their own software to route chats better, but we're not all blessed with Shopify Support-level budgets. Zendesk has been providing wrap-up time on a single-interaction channel like Talk for years, so it's wild that you are so far behind on a more refined experience for a high-concurrency channel like chat/messaging. 

Please step it up and deliver on the basics!

Absolutely, implementing a wrap-up time for chat sessions (in messaging) would significantly enhance our company's operations. This feature would not only ensure that we provide comprehensive and thoughtful responses to our customers, but also allow our team members to efficiently conclude conversations without rushing. This dedicated period at the end of chats can facilitate the documentation of important details, ensure all inquiries are adequately addressed, and ultimately contribute to a more organised customer service experience.

Upvoting this feature request.

Hello Prakruti Hindia - do we have any update on this one or any plans on having this feature for Messaging? 

Thanks for sharing the feedback, in recent time we have also heard more from customers around the support for wrap-up time mainly from the context of the auto accept capability and something we'll evaluate for our end. Chat wrap up time is something we have kept in our roadmap but not working immediately on the same. In the mean while I can recommend following for chat and messaging channels 
- Messaging Channel - given messaging channel is one continious conversation, recommendation will be to mark the ticket as solved till an agent updates the necessary details. The moment ticket is solved system will detect available capacity and will route the conversation to the agent. 
- Chat channel - on the lines of messaging channel recommnedation will be to not end the conversation till necessary updates are done, do note that as an agent you can request CSAT once agent logically concludes the conversation. 
 

Hi Arpan – I wanted to +1 this feature request, as it's one of our primary gripes with using Zendesk Chat.

I also want to flag that not ending the conversation until necessary updates are done isn't a great work around, as most of the time, the agent is looking to send a follow up email on the same ticket (which can't be done until the conversation is ended).

Why is this feature taking such a long time to shape up. It is a super critical feature and should have been delivered long ago

Do we have an expected roll out date?

Adding my vote for this - we also really need this feature. We have recently migrated to Messaging, and are not including inactive chats towards an agent's capacity but it means that during busy times agents are getting a call the second that a Messaging ticket becomes inactive. This leads to a bad experience for the agent and end user (if they return to the conversation). Wrap up time would at least allow agents to send a message and/or finish dealing with the ticket before a call comes in. Thanks! 

I think one more important aspect of a phone calls wrap-up time was missed. 

So, the calls wrap-up time is in place to allow agents make notes after they finish the conversation. However if they're online on both channels (like in our company, all agents are normally online on both phones and messaging), they often receive a messaging chat as soon as they end their phone call.

Despite having the calls wrap-up time, they don't have the time to make notes. Can this be fixed please? 

 

Adding our vote to this request.

Currently, our agents keep the Messaging chat open while they complete required fields instead of ending the session. This impacts both the handle time metrics for that ticket (and for the agent), making it difficult for managers to distinguish between actual customer interaction time and time spent on post-chat tasks or ticket management.

If the customer ends the session, agents lose even that flexibility. Once the session closes, the agent’s capacity is immediately released and new chats are routed to them. If the agent ignores these incoming chats while finishing required fields:

• The customer experiences unnecessary wait time. If the chat had initially been routed to an agent who was truly available, the customer would have been assisted sooner.
• The agent’s performance metrics are negatively impacted (e.g., “Offers Before First Acceptance,” acceptance rate, etc.).

This is a critical feature—just as it is for voice. Its absence is affecting the agent experience, the customer experience, and the reliability of our performance metrics.