I am using Guided Conversations (GC) within Instant Messaging (IM) channels. When a user sends a message, a ticket is created in Desk, but GC cannot identify which ticket it corresponds to. To address this, I have implemented a workflow rule to rename the ticket subject to 'TBD' and verify that the ticket subject is indeed updated to 'TBD' in the Desk system. However, I am experiencing inconsistency with the Desk 'get ticket' widget in GC, which sometimes successfully retrieves the ticket but other times returns 'ticket not found.' Interestingly, if I use the jump function to retry the GC flow, it eventually finds the ticket.

Could you provide any insights into why this inconsistency occurs and suggestions for how to ensure reliable ticket retrieval in this setup?