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Incident is getting saved before wrap up

Accepted answer
edited May 2, 2017 2:55PM in Communication Channels 4 comments


When closing a Chat and the incident gets created it is saving the incident and sending out the response of closed before the agents start their wrap up.  Because of this it is setting the status to close on the incident and sending out a response of close when it may still need to be open.  Is there away to stop the incident from saving until after the agent gets done with their wrap up.  We have the wrap up time set to 1min. This way the agents can change the status if needed and input information into other fields as needed then save the

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