The Messenger now has a dedicated space for tickets, making them easier to find and differentiated from conversations. Enabling the Tickets space lets customers submit, view, and get updates on all of their tickets from one centralized place in the Messenger.
Set up in Messenger settings
The Tickets space can be managed from the Messenger settings the same way you customize your other Messenger spaces on Web and Mobile SDKs.
It will be enabled on all platforms (Web, iOS and Android) by default, but you can toggle the Tickets space on/off from Messenger settings > Content > Layout and Spaces.
Tickets space on Web Messenger
The Tickets space can be enabled for Visitors and Users independently.
If you hide or disable the Tickets space, tickets will no longer show in this dedicated Tickets space, but customers will still be able to access their tickets through the Messages space.
Tickets space on Mobile SDKs
The Tickets space can be configured separately for your mobile app users. Go to Messenger settings > Mobile SDKs > Content to enable or disable the Tickets space in your Mobile SDKs.
Customer experience
The Tickets space will only be visible to customers who have tickets active or resolved with you, otherwise the space will not be visible, so they'll never see an empty Tickets space in the Messenger. 👌
Customers will see a list of their tickets in chronological order, with those having recent activity on top.
Clicking on a ticket will display the ticket details and a call-to-action (CTA) to either:
Send a Message - Takes the customer to the linked conversation in the Messages space where they can start a conversation.
Continue the conversation - Takes the customer to the linked conversation in the Messages space where they can continue the conversation.
View the conversation - Takes the customer to the linked conversation in the Messages space where they can view the closed conversation.
Recent tickets card
This card will display recent ticket activity (max 3 tickets). The card is added to the Messenger Home space when the Ticket space is enabled and removed when the space is disabled.
A ticket will be shown in this card when either:
A new ticket has been created, or
There’s been a status change.
Resolved tickets are not shown on the Recent tickets card.
Ticket notifications
A Messenger badge on the Tickets space is triggered when:
A new ticket has been created, or
A ticket status has been updated.
If the linked conversation has a new message but there hasn’t been any change to the ticket, the Tickets space won't show a badge notification.
When there’s a ticket update and a new message in the linked conversation, a badge notification will show on both the Messages space and Tickets space.
Ticket status has been updated | New message on a linked conversation | Both a ticket status update and a new message |
Note:
Conversations can only have one linked ticket that is shared with the customer.
A ticket is marked as read when the linked conversation is read - this is an expected behavior.
💡Tip
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