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Question

Clear user messages and allow new conversations/tickets on iOS SDK, Android SDK, and Web SDK after ticket closed

  • April 15, 2025
  • 1 reply
  • 2 views
Peter23

Hey everyone,
 

I've integrated the Zendesk Messaging SDK into our mobile app and web platform successfully. However, I'm facing an issue where user messages aren't cleared from the chat interface once a ticket is closed or resolved. This prevents users from starting a new conversation or creating a new ticket without refreshing the entire session.
 

Could anyone guide me on how to properly clear user messages and allow for new conversations or ticket creation on the iOS SDK, Android SDK, and Web SDK after a ticket has been closed? Any tips or code examples would be highly appreciated!
 

Thanks in advance!

1 reply

O
  • Onur14Employee
  • Employee
  • April 16, 2025

Hi Peter,

Thanks for raising this! Conversation history is persistent by design. This ensures that end users can easily return to the conversation at any time and find their past interactions, even if the associated ticket has already been closed.

That said, this persistent history doesn’t prevent users from raising a new issue. Once a ticket has been closed, any new message sent in the same conversation will restart the bot flow and create a new ticket in the background. While the previous messages remain in the timeline for reference, the new interaction is treated as a fresh request, continuing right below the old messages in chronological order.

If you're looking for a cleaner way to separate topics even further, we recommend enabling the Multi-conversations feature. This allows users to manage multiple conversations at the same time, each focused on a different issue. It helps create a more organized experience by grouping related messages into distinct threads, rather than continuing everything in one timeline. You can read more about the end-user experience with Multiconversations here.

Hope this helps! Let us know if you have any other questions.

Regards,

Onur

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