User Replies to Closed Ticket in Zendesk
What happens if a user replies to a closed ticket in Zendesk?
When a user replies to a closed ticket in Zendesk, the system will attempt to provide context by appending previous messages. This is because the metadata for the conversation is deleted after 72 hours of inactivity.
Without essential metadata likefirst_message_id, Zendesk retrieves the last ten messages from previous interactions to give context to the new reply. This helps ensure that the conversation continues smoothly, even if the ticket was previously closed.
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