Feature Request & Inquiry: Handling Closed Tickets and Conversations in Chatbot

We use Zendesk integrated with our Chatbot for customer support. When a customer interacts with the Chatbot and reaches a point where their issue cannot be resolved (e.g., they select options that do not solve their problem), a ticket is automatically created. This step is labeled "Transfer to Agent," and once the ticket is created, our agents respond via email rather than through the Chatbot, which is our preferred method.

However, once the issue is resolved and our agents mark the ticket as "Solved", and after 24 Hours is marked automatically as “Closed” there is no indication within the Chatbot conversation that the ticket has been resolved. The Chatbot conversation remains static, without showing any indication that the ticket is closed or providing a cue to the customer that the conversation has ended or that they can start a new inquiry.

Our Request:

1. Clarification on Current Functionality:
   Is there currently any way to inform the customer within the Chatbot interface when the ticket has been marked as solved, or when the ticket is closed after 24 hours? If this feature exists, could you guide us on how to enable it?

2. Feature Request:
   We would like to request a feature where, once an agent marks a ticket as solved, the Chatbot displays a message in the conversation history. This message could be something like:

   "This conversation was for the ticket #XXXX. Your issue has been marked as solved. If you have further questions, feel free to start a new conversation."

   This would help inform the customer that the previous ticket has been resolved and that they can open a new conversation, ensuring a smoother and clearer experience.

Thanks!