Zendesk: Initial Greeting Flow on Closed Ticket Reply
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 matches are found, it will use the fallback response. This approach ensures that the user receives a response, even if the initial greeting flow isn't triggered again.
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