Viewing Past Tickets in the Same Thread (Conversational Channels)
In your Support Inbox, WhatsApp and Instagram are treated as single-threaded conversational channels, meaning all interactions with a customer on a given channel are designed to flow like a continuous conversation — even if they span across multiple tickets. To help agents see the full journey of the customer, we display all previous tickets within the same conversation thread — organized chronologically — so agents can quickly refer back to past interactions without switching screens.
Where This Works
This functionality is only available for WhatsApp and Instagram, because:
- These are conversational channels, where the user interface expects continuity.
- All tickets from these channels are single-threaded per user, and created in chronological order.
- Email, on the other hand, is multi-threaded and therefore does not follow this behavior.
How to View Previous Tickets
When you open a WhatsApp or Instagram ticket:
- Scroll up in the ticket thread.
- You will see collapsed cards labeled “Previous Ticket”, including a snapshot of:
- The ticket's status (Resolved, Closed, etc.)
- The creation and close time
- Key indicators (channel, ticket ID, assignee)
- Click on the collapsed card to expand the full message history of that earlier ticket — all within the same scroll view.
Why It’s Useful
- Gives agents instant access to conversation history without breaking flow.
- Helps reduce repetition, as agents don’t need to ask the customer for context they've already provided in a past ticket.
- Enables more empathetic and informed responses, especially for recurring issues or long-tail support journeys.
Best Practices
- Always review the previous ticket(s) before responding to a customer to understand their full history and avoid redundant follow-ups.
- Use private replies in past tickets to document anything that might help the next agent picking up the thread.
- Combine this with audit logs and order data for a 360° view of the customer journey.