Changes Coming to Tickets
We have some exciting new features on the way, but we need to make a couple of small changes to tickets in preparation.
As you may know, we plan to launch AI Agents for your TextIt account later this year. This will allow you to open a ticket for one of your human or not-so-human agents. Your AI Agents will be dialed in to only consider content from your own sources of knowledge specific to your organization. Tickets will also be able to be escalated automatically to a human. All very cool, but before we get to that, we need to change how tickets work a little bit today.
Tickets should always close
Today, when you open a ticket, it can just stay open forever. This has always been discouraged but not enforced. Ideally, a ticket is something that is dealt with in reasonably short order, either worked to a resolution or closed. Most use tickets just like that, however some have opened tickets just to have them get left open with no activity. For this reason, all tickets will be gaining an idle timeout that closes them automatically after two weeks of inactivity. You are welcome to cleanup your idle tickets now, or you can just wait and we'll do it for you automatically when this feature launches on October 14th.
Contacts in tickets should be considered busy
Today, it is possible for a contact to be in a ticket and then started in a flow simultaneously. This confuses who has the authority to engage with a contact. Is it the agent working the ticket or the new flow? This gets especially confusing when AI Agents join the party later this year. Also on October 14th, we are launching a feature that will ensure that if a contact is in a ticket, they are considered busy in the same way as if they were in a flow. You will still be able to use the interrupt option when starting a flow or sending a campaign event, only in this case it would mean closing the ticket. This does mean you can't use flows as part of a workflow for handling tickets. However, AI Agents coming later this year should be far better at filling that role.
Triggers should not fire for contacts in a ticket
Since contacts in tickets will be considered "busy" starting on the 14th, triggers will also not apply them. Their ticket will need to be closed before they can be triggered into a flow. This is another important reason for idle tickets to close automatically. Basically, if a contact is put into a ticket, that ticket must be resolved before they can do anything else.
We are here to help
Any questions? While these aren't huge changes for most TextIt users, we appreciate for some it might be disruptive. If you'd like a hand migrating your existing workflows to fit these new ticketing rules, don't hesitate to reach out! We'd love to hear from you.
