Messaging: create a new/separate tickets for each different issues reported in a messaging conversation

Hello,

I would also like to see this functionality for my email tickets. We have many customers who reply to previous threads with multiple questions, and we are trying to monitor the complexity and timing of these tickets separately. As well as other functionality such as release issues, etc.

Is there a way to "create a new ticket" with one thread of the email that will not notify the customer you are separating their email into a new ticket thread?

This is a must-have functionality for us as we do not have live chat and want to have separate. tickets for each set of "submitted details" 

Totally agree a must and not only for messaging for every channels, so many time customers writes for multiple subject when contacting the support.

@naina for coming back to me regarding the option of being able to resolve a Messaging conversation and create a new one. As of today the only workaround is to create a trigger that when the ticket is solved, the triggers turns the Messaging conversation is into closed, and you can start a new messaging conversation.

What is the issue? With a closed ticket there is absolutely nothing you can do. This together with the lack of proper multi-language support is a blocker for Messaging and Flow Builder functionality.

You can solve tickets, you solve chats, you can mark as done side conversations, why you cannot mark as done/solved a messaging conversation in order to start a new one?

This is very important as stated by @antonio.naddeo! This makes the flow builder less helpful than the classic version. Makes adopting messaging very hard.

I am fully in favour of making this feature available in messaging as soon as possible. Here's why:

We often encounter situations where tickets requiring technical escalation are put on hold until the underlying technical issue is resolved. However, if a customer reaches out again with a different query while their previous ticket remains open, we must ensure that a new ticket is created for their new issue rather than updating the existing ticket, which is unrelated to their current inquiry.

@naina do you have an update on this feature please? Thank you

We also have this use case we have sometimes multiple jobs maybe 200 a year for a single customer. How is this best managed ?

@naina any update on this topic please? 

We're currently looking to implement Zendesk messaging and this is a major roadblock for us too. @naina , is this functionality still planned for 2024?

We are experiencing the same issue. 

The same customers may have multiple queries and requires separate tickets for each one for us to track and resolve. This continuous to be a major roadblock for the implementation of Messaging. 

Hello again,

I am reaching out to request an update on this topic, which is a total blocker to release messaging for us.

I have discovered through testing (as it is not documented anywhere) that the flow builder starts a new conversation if you open a new tab with the messaging widget. This results in the conversation restarting and creating a new ticket whenever the customer opens a new session in a new tab. (assumption is new ticket is session based, but if client never closed the session it will aliment the same existing ticket).

An alternative workaround, though not ideal, is to create a trigger to close the ticket (if the ticket is messaging and the status changes to solved.) This forces the creation of a new ticket, but with the previous ticket is closed, therefore no further actions and follow-up can be taken on a closed ticket, making it absolutely useless as workaround. 

Given that the widget you are using supports multiple conversations, could you please clarify when we can expect a way to create a new messaging ticket for different issues? Your guidance on this matter would be greatly appreciated.

Thank and politely awaiting for an update

Tickets need to be separated, a new question should be a new ticket.  The ticket system needs to be searchable to see if a certain problem/bug/wish has come up earlier and whether there was a workaround or solution. This idea of combining more questions/problems all into a continuous conversation is just creating a mess and makes the ticket system even more useless.

do we have an update on this please? 

When new questions come in after tickets are resolved, the bot could respond, but the lack of this feature also hinders the effective use of chatbots. I would appreciate any information regarding an update on this matter. 

Hi Everyone,

Thank you for your ongoing feedback on this topic. I’m pleased to inform you that we are actively working on releasing the multi-conversations capability in the near future, which will address the need highlighted in this thread.

This new feature will allow end users to manage multiple concurrent conversations with your business, enabling them to create separate conversations—and thus separate tickets—for each issue they need to report.

While we don't share exact release dates in accordance with our Community Guidelines, I can share that our teams are in the final stages of development and anticipate launching this feature very shortly. To stay on top of product releases please visit our What’s New page in the Help Center.

We appreciate your continued feedback.

Hello,

We are very excited to see the progression on this issue, as we are currently working around this situation. 

Any update on a release date? We would love to beta this for you as well.

Thanks,

Ivan J.

Sparkle 

Hi everyone,

Thank you for your feedback and patience on this feature request! We’re happy to inform you that the Multi-conversations feature is now available for all messaging customers.

With this feature, your end users can engage in multiple concurrent conversations with your support team. This means they can start a new conversation for a different issue—creating a separate ticket—while their existing tickets continue to be processed without interruption.

For more details on how to use Multiconversations, check out this article.

We’d love to hear your thoughts! Let us know if you have any questions or feedback.

Regards,
Onur