Preventing New Ticket Creation in Zendesk Chats
Learn how Zendesk prevents new ticket creation when users return to chats. Understand user profile merging and bot intervention.
How does Zendesk prevent new ticket creation when a user returns?
Zendesk prevents new ticket creation by merging new user profiles with the original ones.
When a user returns to a chat, the system creates a new user profile, which is then merged with the original. This process allows the bot to rejoin the conversation, ensuring the user is directed to the correct ticket and preventing the creation of a new ticket.
More related questions
Why does my bot interrupt active conversations between agents and customers?
Your bot might be interrupting active conversations due to connection issues or if the customer leaves the chat. If the end user's connection fails or they leave the conversation, the system may create a new user when they return. This new user is…
What happens when a customer leaves and returns to a chat?
When a customer leaves and then returns to a chat, the system may create a new user profile. This new profile is automatically merged with the original user to maintain the conversation's continuity. The bot re-enters the chat to ensure that the…
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