Question
After a messaging ticket closes, what happens if the user replies in the Web Widget?
Answer
When a user replies to a closed messaging ticket, the initial greeting flow doesn't restart. The text entry happens within the rest of the answer flow.
Zendesk will first search for any matched answers, based on the initial entry.
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If there are no matched answers, the flow will search for matching articles, if your enabled the flow step show help center articles in your settings
- You can remove that option to prevent it
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If there are no matching answers or articles, messaging will defer to the fallback response configuration
- Click Add option to talk to a human in your settings, this will allow users to create a follow-up ticket
To summarize the events in order, messaging will:
- Search for a matching answer
- Search for any matching articles
- Execute the fallback response