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WhatsApp ticket management
Answered
Posted Oct 04, 2023
The customer contacts us on WhatsApp with one query - we deal with it and close ticket. Same customers contact via WhatsApp again with different query - but all go under one original ticket. Then reporting is not accurate? How best to manage these as different queries so we can tag and classify each query.
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3 comments
Georgina Bullworthy
But it comes back with the same ticket number???
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Darenne
If the end-user has chatted with you before, your previous chat opens. This chat includes all of the messages the end-user has sent to your WhatsApp phone number. The forwarded message appears in the chat. Make sure that the original ticket is in Closed status before the customer reaches out again. If the original ticket's status is Solved and the customer contacts you back, it is normal that the ticket will go Open again. A WhatsApp conversation should thread in the same ticket as long as it isn’t Closed.
Hope this clarifies it! Have a lovely day.
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Cristina Jiménez
Hello, Georgina!
We find the same situation. In order to solve this issue I'd try to close the ticket manually, following the steps of the following article: https://support.zendesk.com/hc/es/articles/4408827596570--C%C3%B3mo-puedo-cerrar-manualmente-un-ticket-Video
Hope that helps! :)
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