Messaging: create a new/separate tickets for each different issues reported in a messaging conversation
Posted Dec 03, 2023
We are implementing Messaging and I understand that Messaging is a continuous conversation, but our need is to create a new ticket when the messaging conversation is related to another issue or another order, instead of reopening the same ticket. We don't mind the continuous conversation, we just need to create a new ticket when the issue is different.
For our use cases we must track every ticket with the associated order number, which means that we need a ticket for every order number, we can't have 1 ticket with mixed order numbers, as we will loose traceability that is very important for us. For us the order number is a custom field that is essential in each one of our workflows.
Let's say that:
User "ABC" starts a messaging conversation related to order "123" and ticket "001" is created. Ticket "001" is responded via email by the agent, because it can't be resolved via messaging as it requires an escalation to third party via side conversation. The ticket will be solved once we have the response via the third party. Ticket "001" must remain associated to order "123!"
The same user "ABC" engage again in a messaging conversation related this time to a different order "333", this will reopen the same messaging ticket "001", which was related to order number "123". This will overwrite the order "123" with the order "333". This is why in this instance a new ticket must be created different from "001".
Our need is therefore a simple trigger or a mechanism that allows the user to continue enjoying the continuous conversation, but from an ticketing agent point of view we need to create a new ticket when the issue is related to a different order number or another issue.
Why this is important?
Every ticket is associated to an order number, and every order number must be stored for reporting and most importantly every order needs an escalation to a third party which will change based on the order number, this cannot be solved in seconds it may require from 24 to 48 hours to resolve the ticket.
Is there any solution that allows creating a new ticket when the issue is different?
Thanks
33
20 comments
Official
Naina Mathur
Hi there,
Thank you for taking the time to provide us with this feedback.
This feature request has been accepted and is on our roadmap in 2024. Per our Community Guidelines that we do not provide specific timelines around releases for our product and any discussion of planning is always subject to change. To stay on top of product releases please visit our What’s New page in the Help Center. We are going to leave this post open for comment to allow others to provide their feedback and use cases.
Thank you again for your feedback and for being a valuable customer with Zendesk.
2
Onur Okutan
Hi everyone,
Thank you for your feedback and patience on this feature request! We’re happy to inform you that the Multi-conversations feature is now available for all messaging customers.
With this feature, your end users can engage in multiple concurrent conversations with your support team. This means they can start a new conversation for a different issue—creating a separate ticket—while their existing tickets continue to be processed without interruption.
For more details on how to use Multiconversations, check out this article.
We’d love to hear your thoughts! Let us know if you have any questions or feedback.
Regards,
Onur
0
Ivan Jacobs
Hello,
We are very excited to see the progression on this issue, as we are currently working around this situation.
Any update on a release date? We would love to beta this for you as well.
Thanks,
Ivan J.
Sparkle
0
Onur Okutan
Hi Everyone,
Thank you for your ongoing feedback on this topic. I’m pleased to inform you that we are actively working on releasing the multi-conversations capability in the near future, which will address the need highlighted in this thread.
This new feature will allow end users to manage multiple concurrent conversations with your business, enabling them to create separate conversations—and thus separate tickets—for each issue they need to report.
While we don't share exact release dates in accordance with our Community Guidelines, I can share that our teams are in the final stages of development and anticipate launching this feature very shortly. To stay on top of product releases please visit our What’s New page in the Help Center.
We appreciate your continued feedback.
1
Buket Çavuş
When new questions come in after tickets are resolved, the bot could respond, but the lack of this feature also hinders the effective use of chatbots. I would appreciate any information regarding an update on this matter.
1
Antonio Naddeo
do we have an update on this please?
0
Peter Paul van Dijk
Tickets need to be separated, a new question should be a new ticket. The ticket system needs to be searchable to see if a certain problem/bug/wish has come up earlier and whether there was a workaround or solution. This idea of combining more questions/problems all into a continuous conversation is just creating a mess and makes the ticket system even more useless.
3
Antonio Naddeo
Hello again,
I am reaching out to request an update on this topic, which is a total blocker to release messaging for us.
I have discovered through testing (as it is not documented anywhere) that the flow builder starts a new conversation if you open a new tab with the messaging widget. This results in the conversation restarting and creating a new ticket whenever the customer opens a new session in a new tab. (assumption is new ticket is session based, but if client never closed the session it will aliment the same existing ticket).
An alternative workaround, though not ideal, is to create a trigger to close the ticket (if the ticket is messaging and the status changes to solved.) This forces the creation of a new ticket, but with the previous ticket is closed, therefore no further actions and follow-up can be taken on a closed ticket, making it absolutely useless as workaround.
Given that the widget you are using supports multiple conversations, could you please clarify when we can expect a way to create a new messaging ticket for different issues? Your guidance on this matter would be greatly appreciated.
Thank and politely awaiting for an update
1
Spyros Spyrou
We are experiencing the same issue.
The same customers may have multiple queries and requires separate tickets for each one for us to track and resolve. This continuous to be a major roadblock for the implementation of Messaging.
1
John Tieu
We're currently looking to implement Zendesk messaging and this is a major roadblock for us too. 1264837569290 , is this functionality still planned for 2024?
2
Antonio Naddeo
1264837569290 any update on this topic please?
1
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