User Replies to Closed Ticket - Frequently asked questions
Frequently asked questions
What happens when a user replies to a closed messaging ticket in Zendesk?
When a user replies to a closed messaging ticket in Zendesk, a follow-up ticket is created. This means that the conversation doesn't just end; instead, it continues in a new ticket, allowing for further interaction. The bot will handle the user's…
Does the initial greeting flow restart when a user replies to a closed ticket?
No, the initial greeting flow does not restart when a user replies to a closed ticket. Instead, the bot treats the reply as a continuation of the conversation. The bot will search for matching answers or articles based on the user's input. If no…
How can I ensure a new ticket is created for a different topic in Zendesk?
To ensure a new ticket is created for a different topic, you can use tags, triggers, or automations to transition from 'Solved' to 'Closed'. This helps manage inquiries through individual tickets. By setting up your widget to allow ticket…
Is there a limit to the number of conversations a Zendesk ticket can have?
Zendesk tickets have high limitations, allowing for extensive conversations. However, it's best practice to create a new ticket for separate issues. This approach ensures that each topic is handled individually, preventing long, unwieldy ticket…
Can a Zendesk messaging ticket go on indefinitely?
While a Zendesk messaging ticket can handle extensive conversations, it's advisable to create new tickets for different issues. This prevents tickets from becoming too lengthy and unmanageable. By creating new tickets for separate topics, you…
How can I restart a bot conversation after a ticket is closed in Zendesk?
Currently, there's no automatic way to restart a bot conversation after a ticket is closed in Zendesk. However, flow linking is on the roadmap to address this. For now, users can manually initiate a new conversation, but the bot won't…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
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