Configuring the Timer for Chat-to-Ticket Conversion
Overview
The Timer for Converting Chats into New Tickets feature automates ticket creation when a customer responds to a closed conversation after a specified duration. It helps businesses manage customer interactions efficiently by deciding whether a response should be added to an existing ticket as a thread or converted into a new ticket.
To customize settings for converting chats to tickets:
- Click the Setup icon (
) in the top bar.
- Click Instant Messaging under the Channels menu.
- Click Preferences under the Instant Messaging sub-menu.
- Select a Department from the top of the page.
- Select the Tickets tab under the Preferences menu.
- Select the Required Channel under the Channels menu.
- Select the appropriate Time Duration under the Timer menu.
- Select the desired waiting period from the drop-down menu, or choose None.
The timer option determines how long the system waits before converting a chat into a new ticket.
There is no automatic ticket conversion; all responses remain in the original chat thread
What Happens When Selecting the 'None' Option
- Customer responses will never create new tickets automatically.
- All follow-up messages will remain in the same conversation thread.
- Agents must manually decide whether to create a new ticket or continue the existing thread.
- Ideal for businesses that want complete manual control over ticket creation.
Limitations:
- If an issue requires a separate tracking mechanism, agents must manually create a new ticket.
- Follow-ups for unrelated issues will continue in the same thread, potentially causing confusion.
What Happens When Selecting the 'Always' Option
- A new ticket is created immediately when a customer responds to a closed conversation, regardless of when the response comes in.
- All subsequent responses from the customer are appended to this new ticket, rather than creating multiple tickets.
- Ideal for businesses that want to avoid clutter from repeated follow-ups.
Limitations:
- If the follow-up messages are about different topics, they'll still be added to the same newly created ticket.
- Agents may need to split threads manually if unrelated issues are bundled into one ticket.
Benefits of Using the Timer Setting
- Separates unrelated issues and prevents unnecessary reopening of tickets.
- Ensures that follow-ups are handled properly within the right timeframe.
- Automates ticket creation, saving agents time.
- Works across WhatsApp, Messenger, Telegram, WeChat, Line, and Instagram.
Platform-Specific Limitations and Timer Behavior
Some messaging platforms have built-in restrictions on how long a conversation can remain open. Below is how the system handles chat-to-ticket conversion on different platforms:
Channel | Platform Restriction | Impact on Timer Setting | System Behaviour |
WhatsApp | 24-hour session window for business responses | If the timer is set beyond 24 hours, the chat may close before the system can create a ticket. | Agents must initiate a new message via a WhatsApp template. |
Facebook Messenger | 7-day response limit | If the timer is set beyond 7 days, no new replies will be accepted. | Customer may need to start a new conversation manually. |
Telegram | No strict response window, but bot interactions may have limits | Works as expected; the timer applies normally. | No restrictions; tickets will be created based on the timer setting. |
WeChat | 48-hour customer service window | If the timer is set beyond 48 hours, the chat session may expire before a response. | After 48 hours, a new message might require customer re-initiation. |
Line | No strict response window, but inactivity may close sessions | Works as expected, but session closures may impact follow-ups. | Session-based; inactivity could require a new conversation. |
Instagram | 7-day response window for business messages | If the timer is set beyond 7 days, businesses may need to send a new message to restart the conversation. | Businesses must respond within 7 days; otherwise, a new interaction is needed. |
Chat-Ticket-Thread Mapping Table
This table outlines different scenarios, how the chat system processes them, and whether responses are linked to existing tickets or created new ones.
Scenario | Chat Action | Ticket Handling | Thread Handling |
Customer Sends a Message Right Before Timer Expiry | Customer sends a message just before the expiration time. | Response is added to the existing ticket if within time; otherwise, a new ticket is created. | If within time, it is added to the same thread; otherwise, a new thread starts. |
Agent Manually Reopens a Closed Ticket Before Timer Expires | Agent reopens a ticket before expiry, and the customer responds. | Response is linked to the reopened ticket; no new ticket is created. | Remains part of the same ticket thread. |
Customer Contacts via a Different Channel but References the Previous Ticket | Customer contacts from a different channel with a reference to an old ticket. | A new ticket is created due to cross-channel interaction. | Starts a new thread under a new ticket. |
Customer Sends a Message After the Timer, but the Previous Issue is Unresolved | Customer follows up after expiry but on an unresolved issue. | A new ticket is created but may need manual linking to the old one. | Could start a new thread but should allow merging. |
Customer's Follow-Up Message is Unrelated to the Previous Ticket | Customer follows up with an unrelated issue after expiry. | A new ticket is created since the topics are different. | New thread under a new ticket as issues are different. |
Multiple Customers Use the Same Contact Number/Email | A different employee from the same company sends a new message. | System may add the response to the previous ticket, causing confusion. | May incorrectly add to an existing thread. |
Customer Sends a Message After Business Hours | Customer sends a message outside of business hours, which is processed later. | New ticket might be created due to timer expiry during off-hours. | Thread may incorrectly split into a new ticket. |
Ticket is Closed, But Customer’s Message is Delayed Due to Network Issues | Customer’s message is delayed due to poor network and arrives late. | New ticket is created, though it was actually within the timer. | Thread split due to delayed message arrival. |
Customer Deletes and Resends a Message After the Timer Expires | Customer deletes the old message and resends a new one after expiry. | A new ticket is created even though the issue may be the same. | New thread started despite it being a continuation. |
Access Permissions & Limitations
- Not all users have permission to configure the chat-to-ticket timer.
- Only Portal Owners and Admins can modify chat-to-ticket conversion settings.
- Agents cannot modify settings.
What Happens When Downgrading a Plan?
If a business downgrades from a higher-tier plan, the following changes will apply:
- When a user downgrades to one of the paid editions, there will be no changes to their settings.
- However, while the settings will remain intact, IM features will no longer function.
What Happens When a Channel is Deleted or Disabled?
If a communication channel (e.g., WhatsApp, Telegram, Instagram) is deleted or disabled, the following actions will take place:
Existing Conversations & Tickets
- Past conversations remain intact in the system for reference.
- Any open tickets linked to the deleted channel will stay open but cannot receive new messages.
Chat-to-Ticket Timer Behavior
If a channel is deleted or disabled:
- The chat-to-ticket conversion timer stops functioning for that channel.
- Any configured settings related to that channel are automatically deactivated.
- The channel will be removed from settings, and new messages from that platform will not generate tickets.
Actions Required for Re-Enabling a Channel
To restore functionality:
- Re-add the channel under communication settings.
- Reconfigure the chat-to-ticket timer settings for that channel.
- Ensure API access (if applicable) is active and connected properly.
Common Use Cases & Expected Behaviour
Scenario 1: Customer Sends a Message Right Before Timer Expiration
The message is added to the existing ticket instead of creating a new one.
Best Practice: Notify customers when their messages are merged into an old thread instead of creating a new ticket.
Scenario 2: Agent Manually Reopens a Closed Ticket Before Timer Expires
The message is added to the reopened ticket instead of creating a new one.
Best Practice: Ensure proper closure tracking to reset the timer when necessary.
Scenario 3: Customer Sends a Message After the Timer, but the Previous Issue is Unresolved
A new ticket is created, even though the previous issue wasn’t fully resolved.
Best Practice: Enable ticket linking for unresolved issues to maintain continuity.
FAQ (Frequently Asked Questions)
What happens if a customer follows up after the timer expires?
A new ticket is created automatically.
Can I change the timer setting after it's been applied?
Yes, you can modify the waiting period anytime under Settings > Ticket Automation.
What if a customer follows up but the issue is unrelated?
A new ticket will be created if the timer has expired. Otherwise, the system adds the message to the existing thread.
Customer's Follow-Up Was Added to an Old Ticket Instead of Creating a New One
Increase the timer duration or manually split unrelated threads.
A New Ticket Was Created for the Same Issue
Agents can manually merge the new ticket with the old one.
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