Different threads for same SMS customer?
RespondidaQuestion regarding using SMS as channel for communication with customers/end users. If we have a dialog with a user, it creates a ticket as expected. once that incident/ticket is solved, I would expect that ticket to be resolved and any subsequent communication via SMS with the user would spawn a new ticket but that does not seem to be the case. The reply is added to the end of the thread from the initial ticket.
Is there a "timeout" on a SMS thread or is this expected behavior? The communication with the end user for an issue may be for one type of issue which is solved and then the next communication might be for a different issue.
Perhaps I'm missing an option/configuration to allow this?
-
Hi Bradley,
The expectation is a customer should have 1 open (or unclose) SMS ticket at a time, and everything should be threading to that ticket. This is because there is no way for an SMS ticket to have context on where a reply should thread. Unlike Email tickets which have extra details that allow them to know the context and thread to the right support ticket (for example: the Message ID on the email).
If the customer's initial ticket is already resolved, and you want their new SMS to create a new ticket, you can make use of Automation or Trigger to close the initial ticket. Closed tickets can no longer be modified so new SMS coming from that customer will create a new ticket. There's no SMS timeout, and the ticket will keep on re-opening from Solved or Pending if the end-user replies.
You can use either an Automation or Trigger to set those SMS tickets' status to Closed.
Hope this clarifies!
Iniciar sesión para dejar un comentario.
1 Comentarios