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Sunshine Conversations - Tying to a Support Ticket

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PAUL STRAUSS

Publication le 14 févr. 2024

Our team is working on a custom conversation app for persistent chats with users using Sunshine Conversations. It's unclear from the documentation how a conversation gets tied to a Zendesk Support Ticket. Can someone help us answer the following questions?

  • Does starting a new conversation automatically create a ticket?
  • Does resuming a conversation under the same conversation ID keep that information in the same ticket?
  • What happens if a user tries to resume the same conversation (using the same conversation ID) but the ticket is Solved or Closed?

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