Understanding Ticket Threading and Lifespans in Engage

To ensure your customer conversations stay organised and contextual, Engage uses specific logic to determine whether a new social media interaction should be added to an existing ticket or if a brand-new ticket should be created.

How Engage Groups Mentions

All incoming mentions are automatically grouped based on two primary identifiers: The Social Network and the Social Handle of the user.

Unified Threading

Engage uses a unified threading model for each user handle. This means:

• Combined Interactions: All public mentions and direct messages (DMs) from the same handle are added to the same ticket.

• Brand Replies: The ticket history will also include all brand replies sent back to that specific social handle, providing a complete audit trail of the conversation.

Before a mention is assigned, the system identifies the interaction type to determine the "lookback window" for an existing ticket.

Ticket Re-opening & Creation Logic

Engage looks for an "active" ticket to house the new mention. If no eligible ticket is found within the timeframes below, a new ticket is generated.

1. Public Mentions

For public posts and comments, Engage searches for a ticket associated with that handle that has been updated within the last 7 days.

• Match found: The mention is threaded into the existing ticket.

• No match found: A new ticket is created.

2. Private Messages (DMs)

Because private conversations often span longer periods, Engage searches for a ticket updated within the last 30 days.

• Match found: The DM is added to the existing conversation thread.

• No match found: A new ticket is created.

The 72-Hour "Hard Close" Rule

The status of a ticket also affects how new mentions are handled. If a ticket is closed using specific milestones, a 72-hour "cooling off" window begins.

Summary Table