Hi All, We have seen a dramatic reduction in this occurrence. Can you please confirm this is still happening? Thank you!

We have increased the timeout period to 24 hours to prevent user error in choosing which ticket they are talking about. We are also working on a way to improve the Reply button and automatically put people in the chat. It should be better now.

During chats I've also noticed that clients are randomly getting kicked out of the session, so when they reply they end up replying to nothing unless they click "start chat" again. I was able to observe this as I was remoted into their computer for troubleshooting. Also if they reply from the notification (see cursor) it won't reply to the conversation.

I also experienced this yesterday and it caused a second chat to open when they tried to respond after.