Question
After a messaging ticket has been closed, what happens when the user replies in the web widget?
Answer
When a user replies to a closed messaging ticket the initial greeting flow doesn't restart. The user's reply will be treated the same way any text entry is entered during the bot flow.
机器人将first search for any matchinganswersbased on the user's initial entry. If there aren't any matching answers, the bot will search for matching articles if the flow stepshow help center articlesis enabled in the bot settings. If there are no matching answers or articles, the bot will defer to thefallback responseconfiguration.
To summarize the events in order, the bot will:
- Search for a matching answer.
- Search for any matching articles.
- Execute the fallback response.
For more information on these features, see the following article:Understanding automated bot response behaviors.
2 Comments
Hi埃里克·林奇,
What happens if the user replies to a closed? Is a new ZD ticket created?
Is the only way to 'end' a messaging conversation is to SOLVE the ticket, have an automation set to CLOSE the ticket within a short period of time? So if the customer starts on a different topic the message is in a new ticket?
Can a messaging ticket go on indefinitely? Or is there a limit to the number of conversations / characters that a ticket can have before it has reached its limit? If it does reach its limit in a middle of a conversation, how do we keep the conversation going?
As you might already know, if a client replies to a closed ticket, that will create a follow-up ticket in Zendesk.
You can explore possibilities to go from Solve to Close via tags and triggers or automations. If you want to create a ticket to see what's possible, I or someone else from the Support Team are happy to help tailor a solution for you!
If that's something you're interested in exploring, I recommend the following article:
https://support.zendesk.com/hc/en-us/articles/4408827596570-How-can-I-manually-close-a-ticket-Video-
The limitations for a full ticket are high enough to enable a full conversation to take place. As a general best practice, we encourage both our customers and their customers to create a new ticket for a separate issue they have.
Pleasesign into leave a comment.