The ticket lifecycle
Opening a Ticket
A new Ticket opens automatically in any of these scenarios:
A customer sends a message to a connected channel and no Open Ticket exists for that Conversation.
An agent manually opens a Ticket from a Contact's profile.
To open a Ticket manually:
Go to Contacts and find the customer.
Click Open Ticket at the top of their profile.
Choose the channel you want to start the Ticket on.
Closing a Ticket
To close a Ticket, click the Close button at the top of the Ticket. The Ticket moves to the Closed view.
Automations can also auto-close Tickets after a period of inactivity — see Auto-close inactive Tickets in the Automations section.
Reopening a Closed Ticket — the reopen window
When a customer sends a new message after a Ticket has been closed, Zaapi checks whether to reopen the existing Ticket or create a new one based on the reopen window.
If the customer's message arrives within the reopen window (default: 24 hours after the Ticket was closed) → the existing Ticket is reopened.
If the customer's message arrives after the reopen window → a new Ticket is created for that Conversation.
The reopen window is configurable per workspace. Owners and Admins can change it in Settings → Workflows. The default is 24 hours; the minimum is 1 minute and the maximum is 7 days.
You can also turn the reopen window off entirely. With the window off, every new message after a Ticket is closed will create a brand new Ticket — agents can still reopen Closed Tickets manually if they want to keep them together.
When to expect a new Ticket vs. a reopened Ticket:
Customer replies within 24h of closure
Existing Ticket reopened
Customer replies more than 24h after closure
New Ticket created
Agent manually opens a Ticket
New Ticket created
Automation closes and customer replies within window
Existing Ticket reopened
To reopen a Closed Ticket manually, open it from the Closed view and click Reopen.
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