Documentation / Working with tickets
Continuous conversation or per ticket
In short: On a ticket, use Conversation view to choose whether you see all of this customer’s tickets in one timeline (Conversation) or only the open ticket (This ticket). Separately, you decide in the customer card menu whether aishaa treats messages from this customer as one continuous history or gives each new conversation its own ticket.
Where to find this
Open a ticket via Tickets. The Conversation view switch with the buttons Conversation and This ticket is in the ticket’s top bar. On a phone, the same choice is in the three-dot menu, under the heading Conversation view.
You set the customer’s conversation structure with Keep conversations per ticket in the three-dot menu (Actions) on the customer card in the column next to the conversation.
Who: anyone with access to tickets can switch the conversation view. Changing a customer’s conversation structure is possible from the Agent role upwards. The conversation structure applies per customer, to all of that customer’s tickets within the account.
The top bar of an open ticket with the Conversation view switch and the two buttons Conversation and This ticket.
Switching the view: Conversation or This ticket
The conversation view only changes what you see at this moment. Nothing about the ticket or the customer is changed.
| Option | Meaning |
|---|---|
| Conversation | The timeline shows all messages from this customer, including those from other tickets, in chronological order. Messages from another ticket appear below a line Other ticket · #number · status. Older messages from the open ticket appear under Earlier in this ticket. |
| This ticket | The timeline shows only the messages of the open ticket. |
Which button is active by default follows from the customer’s conversation structure (see below): with a continuous conversation the ticket opens in the Conversation view, with Conversations per ticket in the This ticket view. If you switch, that only applies while you have this ticket open. The choice is not saved.
New messages that arrive while you are looking at the Conversation view simply stay with the ticket they belong to. A reply you type is always sent from the open ticket.
Setting a customer’s conversation structure
On the customer card, open the three-dot menu (Actions) and click Keep conversations per ticket. A tick mark after the option shows that this customer’s conversations are separated per ticket. Click again to remove the tick mark.
The Actions menu on the customer card next to the ticket with the option Keep conversations per ticket and the tick mark after it.
| Option | Meaning |
|---|---|
| Continuous conversation (default, no tick mark) | Messages from this customer are treated and shown as one continuous history. The ticket opens in the Conversation view. |
| Keep conversations per ticket ticked | Every new conversation from this customer’s address gets its own ticket. Replies to an existing conversation stay with the right ticket. The ticket opens in the This ticket view. |
If the conversations are separated per ticket, the first line of the customer card shows an icon with the tooltip Conversations per ticket. After switching, you see the message Conversations are now separated per ticket. or Conversations are now shown as one continuous history. If it fails, The conversation structure could not be updated. appears.
Separate the conversations per ticket mainly for addresses behind which there are several people or unrelated topics, such as a company’s shared info mailbox or a contact form. That way, messages from different people no longer end up in one pile.
Automatic setting by aishaa
For incoming email, aishaa checks whether one sender address is really being used for different conversations, for example when there are different customer names or reply-to addresses behind the same address. In that case, aishaa can separate that customer’s conversations per ticket itself. In the customer card menu, the addition Set by aishaa then appears under Keep conversations per ticket; it is also shown in the tooltip of the icon on the customer card.
If you chose the conversation structure yourself, aishaa no longer changes it automatically.
Good to know
- The Conversation view switch is a viewing mode and is not saved. The conversation structure in the customer card menu is a customer setting and applies to everyone in the team.
- In the Conversation view, you can recognise a message from another ticket by the line Other ticket · #number · status. If you want to open that ticket itself, use the Customer tickets tab next to the conversation.
- You move messages that are already in the wrong ticket with Move to another ticket…, Move to new ticket… or Split from here (this + newer) in the message menu. The conversation structure itself does not move any existing messages.
- The conversation structure is separate from the Ticket summary setting in My profile; that only determines whether the memory panel above the conversation starts open or closed.
- Merging two tickets or linking tickets is something different from the Conversation view: when merging, messages are moved permanently.