User Replies to Closed Zendesk Ticket: What Happens?
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 reply by first searching for any matching answers. If no matches are found, it will look for relevant articles, provided that the bot settings allow for showing help center articles. If neither answers nor articles are found, the bot will use the fallback response. This ensures that the user is always guided, even if the original ticket is closed. For more details, you can check theoriginal article.
More related questions
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…
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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 creation,…
Is there a limit to the number of conversations a Zendesk ticket can have?
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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 automatically…
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