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Ticket management

Quoting24 organizes every WhatsApp conversation into tickets. The flow is now ordered: for each contact there is only one ticket you can freely write in.

This page explains write rules, reopen behavior, replies and scheduled messages.

Core concepts

Concept Meaning
Thread All tickets for the same contact
Writable ticket The only ticket in the thread where you can type freely (usually the open one, or the latest closed one under the rules below)
Reply A reply to a specific message: it can route the text to another ticket in the thread

Practical rule: you cannot manually reopen a closed ticket by changing its status. To continue, send a message, reply to a message, or use the buttons on closed tickets.

What happens when you write

An open ticket already exists

If the customer (or you) reply while an open ticket exists (or a paused one that becomes open again), messages go to that ticket.

Writing from a closed ticket

It depends on where that closed ticket sits in the thread:

  1. An open ticket already exists
    The reply is sent on the open ticket. The closed ticket you replied from stays closed and is linked to the ticket that received the message.

  2. The closed ticket is not the latest in the thread
    The reply opens a new request. The closed starting ticket stays linked to the destination ticket.

  3. The closed ticket is the latest in the thread
    Only in this case does the message reopen that ticket.

To write from a closed ticket that is not the writable one, Quoting24 asks you to reply to a message. Without a reply, the composer stays blocked with a hint to select a message.

Buttons on closed tickets

When you open a closed ticket, actions at the bottom follow the same flow rules:

  • Go to open ticket — if the thread already has an open request
  • Go to latest closed ticket — if none are open (and the latest closed is not the one you are viewing)
  • Open new request — creates a new request in the thread when there is no open ticket

These buttons keep you on the correct ticket in the flow.

When you reply from a closed ticket, Quoting24 also tells you where the message will go, for example:

  • The reply will be sent to the open ticket.
  • The reply will open a new ticket.

Scheduled messages

Scheduled messages do not lock the final ticket immediately: they are routed at send time, using the thread rules in force at that moment.

If you close a ticket that still has pending scheduled messages, Quoting24 asks for confirmation. At send time the message may:

  • reopen the ticket (if it is still the latest closed one)
  • or land in another open / new request

What you can no longer do

  • Manually reopen a closed ticket by changing its status
    The system blocks the action and asks you to send a message (under the correct conditions) or use the flow buttons.
  • Have two open tickets on the same contact
    If one is already open, a second one is not created.

Ticket statuses (reminder)

  • Open — in progress
  • Unread — to be picked up again; assignees are removed
  • On pause — waiting for the customer; if the customer writes again it becomes open and stays assigned to the original operator
  • Closed — finished; it no longer appears among tickets to work on, but remains browsable under the reply / reopen rules above

Pause is not a close: closed-ticket rules do not apply.

Where to open a new request

You can start a conversation / new request from:

  • the + button in the home ticket list (Open new request)
  • the Contacts section (list and contact detail)
  • the Open new request button inside a closed ticket, when the flow allows it