WhatsApp: when is a new ticket created?

Technical assistance
1

Infos:

  • Used Zammad version: 6.3
  • Used Zammad installation type: package
  • Operating system: Debian 12
  • Browser + version: Any

Expected behavior:

  • When the customer service window (24h) is over and the customers sends another message, a new ticket should be created

Actual behavior:

  • It seems all messages from a customer are always added to the existing ticket

Question: is there another time limit after which a new ticket will be created?
I have waited for over 48h.

Thanks!

Steps to reproduce the behavior:

  • Start a WA-ticket
  • Wait 48h
  • Send another message (as customer)

@fliebe92

2

Hi @vRowdy.

We’re applying the following logic whenever a new WhatsApp message is received:

  • Search for an existing ticket for the customer with a state not being closed, merged or removed
    • If there is exactly one ticket matching, we’re using it.
    • If there are more than one ticket matching, we’re using the most current one.
    • If there is no ticket, a new one is created.
1 Like
3

Thank you for your answer! That makes perfect sense :slight_smile:

1 Like
4

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