Issue symptoms

My WhatsApp tickets load slowly, and this hurts performance.

Resolution steps

WhatsApp tickets often include long exchanges between agents, customers, and you. Until you close the ticket, all messages stay in the same ticket, which leads to long threads and slow load times. Use the options below to improve WhatsApp ticket load times.

Create an automation

Make sure the default automation Close ticket 4 days after status is set to solved is active. After you solve a ticket, this automation closes the ticket after four days. If your customer contacts you again through WhatsApp, a new ticket is created.

You cannot change closed tickets because of an inborn system rule. Use this as your main tool to keep tickets short. Check if this automation is active. If it is not, activate it.

Note: If you disable the automation Close ticket 4 days after status is set to solved, a system action that is an inborn system rule closes the ticket after 28 days in solved status. After each conversation, set the ticket to solved.

Create a WhatsApp automation:

You can also create a specific automation for WhatsApp tickets with a shorter close time. Follow these steps to close WhatsApp tickets one hour after you set them to solved:

  1. Create a new automation
  2. Under Meet all of the following conditions, add:
    • Ticket: Status category | Is | Solved
    • Ticket: Channel | Is | WhatsApp
    • Ticket: Hours since status category solved | Greater than | 1
  3. Under Actions, add:
    • Ticket: Status category | Closed
  4. Click Create automation

Automation to close tickets from the WhatsApp channel.png

Note: In accounts with custom ticket statuses deactivated, use the Ticket: Status and Ticket: Hours since solved conditions and action instead of Ticket: Status category and Ticket: Hours since status category solved.

Manually close the ticket

A common issue with WhatsApp tickets is long conversations because this channel generates many messages. Most exchanges happen when tickets are solved and closed. Customers often return to the same ticket, which creates very long threads and longer load times.

As a best practice, create a workflow that closes a ticket manually. This stops further chat on the same ticket when the thread gets too long. To do this, create a trigger to close the ticket manually. See How can I manually close a ticket? [Video]

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