How to restart a conversation for bot after solving ticket?
Hi, I'm adding Zendesk Messaging in the app (android and iOS) and it's working. But there is an issue that I can't understand how solve it.
Ex: User opens chat in app, bot appears there, user starts to ask and the bot responds, but user find a way to contact an agent (because in the Flow Builder has this option). Then Zendesk System opens a ticket in Support, agent enters in the ticket and starts talking with user via chat in Support and solves his problem (click in Submit as Solved).
The issue happens after this. When ticket is marked to Solved, nothing happens in the app's chat. So, when user type something in the chat, the same ticket opens again.
So, I understood if agent Solved the ticket, in theory the chat should reset or the bot shows after the last conversation. How do I make at least one of these 2 options happen and avoid the same ticket to reopen?
Hey Jairo Tuboi
It is the default behavior in Zendesk Support for a solved ticket to re-open if a new message is received. Once a solved ticket is moved to closed, a follow up ticket will be created in the event that a new reply is received to the closed ticket. Here's another thread that has a bit more information:
What happens when a user replies to a messaging conversation when the ticket is closed?
Feel free to reach out if you have any questions.
Thank you, I haven't found these posts. I look quickly and they'll help me what I need.