Tickets in HappyFox Helpdesk can be created from multiple external channels - including social media integrations and messaging platforms.

Based on how these tickets are created and how their conversations are structured, they can be categorized into two types:

• Direct Message Tickets
   
• Public Message Tickets
   

Each behaves differently in terms of contact association and message privacy.

1. Direct Message Ticket

A Direct Message (DM) ticket is created when a customer sends a private, one-to-one message to your business through supported channels such as Facebook Messenger, Instagram Direct Message, Twitter (X) Direct Message, or WhatsApp.

Key Characteristics

• Represents a private conversation between the customer and your business.
   
• Is contact-specific - can be directly linked to an identifiable user.
   
• Supports 1:1 communication threads (only one customer per ticket).
• Message history is isolated to the specific user’s private conversation.
   

Examples of DM Ticket Sources

2. Public Message Ticket

A Public Message ticket is created when a customer interacts with your business publicly on a social media platform such as posting on your page, commenting on a post, or mentioning your handle.

Unlike Direct Message tickets, these represent public-facing interactions that may include multiple commenters and are not associated with a single contact.

Key Characteristics

• Represents public interactions visible to all users on a platform.
   
• Is not contact-specific - multiple users can participate in the same thread.
   
• Designed for managing open posts, comments, or mentions.
• Message content is publicly visible on the originating platform.
   

Examples of Public Message Ticket Sources

Summary: Key Differences