Until December 15, 2025, tickets created through WhatsApp, Twitter, Dialpad, and JustCall (called DM-type tickets) always continued inside a single ongoing ticket per contact, regardless of your category reopen behaviour settings.
Beginning December 15, 2025, DM-type tickets will now follow the Reopen Ticket Behaviour configured for the categories receiving tickets from these integrations.
Previous Behaviour (Before Dec 15, 2025)
For all DM-type channels, the system behaved as below:
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Category Reopen Ticket Behaviour settings were not applicable to DM-type tickets.
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Every message from the same contact was added to one single ticket.
What Changes for You
From December 15, 2025, Category Reopen Ticket Behaviour settings will be applicable to DM-type tickets.
Your category’s Reopen Ticket Behaviour now decides whether a ticket will reopen or whether a new ticket will be created.
Do I Need to Change Anything?
The update now applies your existing Reopen Ticket Behaviour. If you wish to retain the current behaviour of reopening tickets indefinitely. Set your category reopen behaviour to Reopen Ticket and follow these instructions.
These new functionalities have been introduced, if you prefer any of the following options you can revisit your reopen behaviour settings:
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Always creating a new ticket after closure
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Allowing reopening only for a specific number of days