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fix(zendesk): unassign tickets whose live chat is stuck open - #84
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Zendesk never ends a messaging chat that started while the ticket had an assignee, and the auto-assign trigger gives every ticket one. A customer writing back on a solved Twitter DM ticket (29557) was therefore visible to nobody but the API user until someone unassigned it by hand. The digest now unassigns every ticket its open-chat sweep finds, so the chat ends and the message lands on the ticket about 10 minutes later. A ticket Zendesk refuses to unassign stays listed for an admin. Dry runs, --no-discord and rehearsals still only list them.
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Zendesk never ends a messaging chat that started while the ticket had an assignee, and the auto-assign trigger gives every ticket one. When a customer writes back on a solved Twitter DM ticket, their message stays in a chat only the assignee (the API user) can see. The digest already listed those tickets; nobody acted on the list, and ticket 29557 sat stuck.
The digest now unassigns every ticket its open-chat sweep finds. The chat ends and the message lands on the ticket about 10 minutes later. Those tickets stay unrecorded, so the next digest reports them with the new message.
api.unassignandtriage.release_open_chats--dry-run,--no-discordand rehearsals list without unassigning, like draftsdocs/jobs/zendesk-digest.mdLimits: the digest runs daily, so a stuck chat can wait up to a day. If the hourly auto-assign automation reassigns before the chat ends, the next run retries.
Tests:
uv run python -m unittest discover -s tests -t .(1010 pass).