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[Extension] How to close tickets due to agent inactivity in Blip Desk with the Agent Inactivity Desk extension

  • Updated

  1. Introduction

  2. Features

  3. Installation and configuration

  4. Usage examples

  5. Support

 

Brief description: Automatically close Blip Desk tickets when the customer waits too long in the queue or the agent stops responding, applying tags to track each closure.

 

Introduction

The Desk: Agent Inactivity extension automatically closes tickets in Blip Desk when they remain idle. This happens in two cases: when the customer waits too long in the queue without being assisted and when the agent stops responding while the customer is waiting. This keeps the queue from accumulating abandoned tickets and ensures your metrics reflect what is actually being handled.

For example, a customer is transferred to a human agent and the agent does not respond. After the time limit you define, the extension closes the ticket and applies the configured closure tag, so you can identify these cases later.

 

Features

  • Closes tickets waiting in the queue when the queue time exceeds the configured limit.

  • Closes tickets being handled when the agent does not respond within the configured limit and the customer is waiting for a response.

  • Applies configurable closure tags, separated by queue inactivity and agent inactivity, to mark each type of closure.

  • Allows tickets to be closed only during the service hours configured in Blip Desk.

  • Allows tickets to be closed only when the agent has not yet sent the first response to the customer.

  • Periodically checks tickets waiting in the queue and being handled, without manual action.

Supported on all channels available on the Blip platform.

 

Installation and configuration

Install the extension on the service bot, that is, the bot connected to Blip Desk that receives the tickets.

Attention: if Blip Desk is not configured on the bot, there are no tickets for the extension to close.

  1. Access the Blip Portal and open the service bot where tickets are handled.

  2. Open the Blip Store and search for Desk: Agent inactivity, or go directly to the extension's page in the Blip Store.

Blip Store com a extensão Desk: Inatividade do atendente nos resultados da busca

  1. Select the extension and click Activate plugin. The extension will appear in the bot's list of installed extensions.

  2. In the bot, click the extension's three-dot menu and open the settings.

Menu de três pontos da extensão instalada no bot, com a opção de abrir a configuração

Tela de configuração da extensão Desk: Inatividade do atendente aberta no bot

  1. Turn on the Close ticket due to agent inactivity toggle. The configuration fields will appear.

Chave Fechar ticket por inatividade do atendente ativada, exibindo os campos de configuração

  1. Configure the closure criteria according to your operation's rules:

Campos de critérios de encerramento com os tempos de inatividade, as tags e as opções de horário de atendimento

  • Maximum queue inactivity time in minutes: closes a ticket that remains waiting in the queue longer than this value. Minimum of 5 minutes.

  • Closure tags for queue inactivity: tags applied to a ticket closed due to waiting in the queue.

  • Maximum agent response inactivity time in minutes: closes a ticket being handled when the agent exceeds this time without responding and the customer is waiting. Minimum of 5 minutes.

  • Closure tags for agent inactivity: tags applied to a ticket closed due to agent inactivity.

  • Close ticket only if it is within service hours: applies the rules only during the queue's service hours.

  • Close ticket only if the agent has not started handling it: closes only tickets for which the agent has not yet sent the first response.

  1. Click Save. The extension will start closing tickets according to the defined criteria.

You can configure only the queue rule, only the agent rule, or both at the same time. Leave the time field blank to disable the corresponding rule.

Note: the check runs periodically, so the closure may occur a few minutes after the time limit is reached.

 

Usage examples

A customer joins the queue outside a peak period and no agent takes the ticket. After the maximum wait time, the extension closes the ticket and applies the queue inactivity tag, preventing the customer from waiting indefinitely.

An agent takes the ticket, exchanges a few initial messages, and then disappears. While the customer is waiting, the extension closes the ticket after the configured response time and applies the agent inactivity tag, so you can identify these interactions later.

 

Support

If you have questions or encounter any issues with the extension, contact us at support@wiv.com.br.


 

Need more help? Explore our content on the Blip Academy or Blip Community, watch tutorials on our YouTube channel or get answers to your questions through our support channel 😃

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