Associating specific Messenger message to Specific Ticket

New Contributor



I'm trying out a way to provide service support to customers via Facebook Messenger. I've connected the company messenger account on "Conversations".


The challenge I'm facing is that a single account may message me multiple times over the same day for different issues. Say for example:

  • I receive a messenger message for Issue A
  • I create a ticket straight away and associate it to the chat
  • I resolved Issue A and close BOTH the ticket and the chat.
  • Later in the day, the same person message me again for Issue B
  • I create a ticket straight away for and associate it to the chat
  • Under the newly created ticket, I'm seeing all the chats pertaining to Issue A, Issue B stuff is at the bottom.


Is it possible to only see Issue B chats under the service ticket?



1 Reply 1
Community Manager

Hi @KSVibe,


If the contact is associated with both tickets, that is the expected behavior. 


If you would like to see this functionality changed in the future, I would recommend creating an idea in our ideas forum.


Thank you,

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