Separate reply settings for tickets and conversations

Shared by Andrea • April 22, 2026

You can now configure independent reply and reopen windows for tickets, separate from conversations.

Previously, a single setting controlled both, meaning long-running tickets like bug reports would get locked under the same short window as conversations, forcing customers to start fresh and lose context.

Set different reply windows for tickets vs. conversations
Configure separately for users and visitors

Head to Messenger Settings > Inbound Volume to set your ticket reply policies.