Ticket Creation

Watch a ….

How is a Ticket Created in the Support Inbox?

In your Support Inbox, a ticket represents a full conversation between your team and a customer. Every ticket acts as a container for the entire dialogue, actions taken, and ticket-specific metadata — ensuring structured, searchable, and reportable customer interactions.

Ticket Creation Can Happen in Two Ways:

Customer-Initiated Tickets (Automatic)

A new ticket is automatically created when a customer reaches out to your brand via any of the connected support channels:

When this happens, the system detects the conversation and determines if a new ticket should be created, or if it should continue inside an existing open ticket with that customer.

📌 Important: If there’s an existing ticket for the same customer that is still open or unresolved, all replies (from both the customer and your agents) will be threaded into that same ticket.

A new ticket is only created once the previous one is closed.

Agent-Initiated Tickets (Manual)

In addition to automatically created tickets (when a customer initiates a conversation), your agents and admins can also manually create tickets to reach out proactively. This is useful for follow-ups, outbound support, order confirmations, or even marketing-driven outreach. However, channel-specific rules apply when creating tickets manually — especially due to platform limitations like Meta’s policies on WhatsApp and Instagram.

Steps to Create a Ticket Manually

1. Click on the “+ New ” button from the top-right or the main inbox.
2. Select the desired channel: WhatsApp, Instagram, or Email.
3. Search for the customer/contact you want to reach out to.
4. Craft your initial message (text, attachment, or template).
5. Click Send — and your ticket will be created and visible in the inbox.

📌 Agent-created tickets are always treated as Agent Tickets, and the agent becomes the first assignee by default.

Channel-Specific Rules When Creating Tickets

WhatsApp

Due to Meta’s 24-hour policy, WhatsApp restricts when you can send freeform messages to a customer. This impacts how and when a ticket can be manually created.

• You can create a WhatsApp ticket if:
• The customer’s last message is within 24 hours ➝ you can send a freeform message to initiate the ticket.

• If the customer is outside the 24-hour window:
• You must use an approved WhatsApp template message to start the conversation.
• Once the customer replies, the 24-hour window resets, and you can send freeform messages again inside the same ticket.

Instagram

Instagram enforces a 7-day reply window after the customer’s last message.

• You can create an Instagram ticket if:
• The customer has messaged you within the last 7 days ➝ you can send a direct reply and a ticket will be created.
• If the customer is outside the 7-day window:
• You cannot start a new conversation from your side.
• The customer must send a new message to re-open the window and allow ticket creation.

📌 Instagram doesn’t support template messages like WhatsApp. Conversations can only resume once the user re-engages.

Email

Email gives you complete flexibility when it comes to outbound ticket creation.

• You can create an Email ticket anytime:
• There are no time-window restrictions.
• You can send freeform messages, attachments, and initiate a ticket with any contact as long as their email ID is known.

📌 This makes email the most flexible channel for initiating long-tail conversations or follow-ups.

Why This Matters

Understanding these channel-specific behaviors helps your agents:

• Avoid confusion when ticket creation fails
• Use the right method (e.g., template vs. freeform) to reach customers
• Stay compliant with platform rules (especially Meta’s policies)
• Maintain consistent communication across all customer touchpoints

Ticket Threading Behavior

• Once a ticket is created (regardless of who initiated it), all ongoing conversation with the same customer on the same channel will continue inside that ticket.
• If the customer sends another message while the ticket is still open, that message is appended to the existing thread.
• This keeps your inbox clean, contextual, and free of fragmentation.

A new ticket will only be created when:

• The previous ticket is manually marked as Closed
• OR if auto-close workflows are configured and the system closes the ticket after a certain condition (e.g., inactivity)

Why This Matters

• Prevents fragmented conversations by keeping all related discussions in one place
• Supports continuous context for the agent — they don’t have to guess what happened earlier
• Enables cleaner analytics and reporting, since each ticket maps to one continuous issue