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What happens when a user replies to a messaging conversation when the ticket is closed?



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Erik Lynch

Zendesk Customer Care

Edited Apr 04, 2024


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11 comments

Hi Erik Lynch

What happens if the user replies to a closed? Is a new ZD ticket created?

Is the only way to 'end' a messaging conversation is to SOLVE the ticket, have an automation set to CLOSE the ticket within a short period of time? So if the customer starts on a different topic the message is in a new ticket?

Can a messaging ticket go on indefinitely? Or is there a limit to the number of conversations / characters that a ticket can have before it has reached its limit? If it does reach its limit in a middle of a conversation, how do we keep the conversation going?

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Hi Shelley,

As you might already know, if a client replies to a closed ticket, that will create a follow-up ticket in Zendesk.

You can explore possibilities to go from Solve to Close via tags and triggers or automations. If you want to create a ticket to see what's possible, I or someone else from the Support Team are happy to help tailor a solution for you!
If that's something you're interested in exploring, I recommend the following article:
https://support.zendesk.com/hc/en-us/articles/4408827596570-How-can-I-manually-close-a-ticket-Video-
 
The limitations for a full ticket are high enough to enable a full conversation to take place. As a general best practice, we encourage both our customers and their customers to create a new ticket for a separate issue they have.

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"When a user replies to a closed messaging ticket the initial greeting flow doesn't restart." 

What does trigger the initial greeting flow then? In my testing of the Android SDK, I haven't been able to receive the 'Start of the conversation' message since the first time I ever used the widget. Surely you'd expect that the customer would be greeted with the same conversation starter after the ticket is closed on the agent's side?

This is what I'd like the bot to do but I haven't been able to configure it in that way

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Joyce

Zendesk Customer Care

Hello Grace,
 
There's currently no way for the bot conversation to automatically restart when the customer responds to a closed messaging ticket. There have been some discussions about this feature in the following posts:
 
Our product team confirmed that we have flow linking on the roadmap, which will help solve the issue of providing a link to send the user back to the start of the answer but we don't have an ETA yet. We recommend following our Announcement page to be notified of any New features, fixes, and other important announcements

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What I read from these comments is that after a user starts a chat conversation, any other messages in the widget will refer to the same conversation. So as long as the user remains authenticated, all user replies in the widget going forward will be stored within the same messaging/follow up ticket AND the user won't have a chance to go back to talking to the bot for self-service? This can't be right...

 

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Tony

Zendesk Customer Care

Hi Tatiana,
if I understood correctly your post, yes that should be the case as described in the article.
 
Best,

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Hi Tony,

We need the ability to manage inquiries through individual tickets, as merging various topics into a single, lengthy messaging ticket reduces our productivity. Our experience with the Zendesk messaging bot shows that it's feasible to manage multiple threads, each distinct and not including all messages from my entire chat history with Zendesk support.

Could you guide us on setting up our widget to allow ticket creation, offering users options to reach out on different topics? Currently, we're caught in a repetitive cycle with a one-time contact chat bot flow, unable to direct users to the right flow for new inquiries.

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Tony

Zendesk Customer Care

Hi Tatiana!
In case you feel you need more help, feel free to reach out to our Support so we can better analyze your request.
 
Best,

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I found this discussion because I'm struggling with the same. There has got to be a better way to handle this. If Messaging is preferred over classic chat, there needs to be some consideration for those who want to treat Messaging sessions as seperate for a a multitude of reasons. This flow doesn't make sense:

1) Customer has a Messaging session with an agent, and a resolution is reached during that session. Ticket moved to Solved.
2) Customer receives the CSAT prompt in the widget and responds, they are then given the stock "Thanks for your feedback. If you need more help, you can ask another question at any time." message. 

From here, it's as if the customer is dropped off in the middle of nowhere. Questions aren't answered by the bot - although it would be easy for a customer to think the bot might respond. Instead, the original ticket is reopened. What if the original ticket is for a completely different issue?

I've attempted to set up a macro/trigger/automation to force the ticket into an actual Closed status, but can't seem to get that to happen. I can change the ticket category to Closed, but the ticket status remains Solved.

Am I missing something here as far as how this should work? There should be some way to kick the customer back to the beginning of the Messaging flow once a ticket is solved.

Also, to offer that customers should pay for Sunshine Conversations to achieve the multi-party conversation feature is not a solution. I've been given various expected targets for this to become a stock Zendesk feature on our plan over the last year plus, and I believe we're now looking at 2H 2024. The more I dig into this, the less thrilled I am with it.

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I have the same problem when initiating web widget for my client. It makes the experience workflow nonsense that end user can't interact with the bot for a second chance. 

 

But I had notice the zendesk support bot on this page had a solution. Tell me if I understand wrongly. 

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You solved this problem by developing a customized pre-chat window to show history conversation list and new conversation button. When a conversation has been transferred to human agent and ticket is closed, the conversation will not respond for further questions within this conversation. But the end user and go back to last page and click “new conversation”, the web will initiate a new web widget with new user id, and the conversation will restart from bot again.

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I think this is genius idea but it cost too much effort to launch the project only to let the flow “make sense”, especially for a mature product like Zendesk. I just wonder if there is any solution that cost less effort to solve this? Or can the product team share us the best practice and code of your own?

 

I am still in the project implementation phase, it is essential to me of delivery successfully or not.

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Naina Mathur

Zendesk Product Manager

Hi community

I am pleased to share that the End Session feature has begun rollout for Messaging. This means that you can end the interaction via Messaging channel, without needing to close tickets. Please feel free to read the announcement post here: Announcing the End Session feature for Messaging.

Thanks!

 

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