--- title: Understanding Ticket Threading and Lifespans in Engage description: Learn how Engage threads social media mentions, handles ticket lifespans, and uses specific lookback windows for public and private messages to maintain organised customer conversation --- [Skip to content](https://dataeq.com/knowledge-base/understanding-ticket-threading-and-lifespans-in-engage#main-content) [![](https://dataeq.com/hs-fs/hubfs/DataEQ_Logo_FOR%20USE%20ON%20DARK%20BACKGROUND.png?width=200&height=150&name=DataEQ_Logo_FOR%20USE%20ON%20DARK%20BACKGROUND.png)](https://www.dataeq.com) Open main navigation Close main navigation - Contact us Contact us How can we help you? - There are no suggestions because the search field is empty. 1. [Knowledge Base](https://dataeq.com/knowledge-base) 2. [Engage](https://dataeq.com/knowledge-base/engage) 3. [Ticket Management](https://dataeq.com/knowledge-base/engage#ticket-management) # 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. | **Milestone Status** | **Logic After 72 Hours** | | --- | --- | | **Resolved** | If a new mention arrives *after* 72 hours of inactivity, a **new ticket** is created. | | **No Response Required** | If a new mention arrives *after* 72 hours of inactivity, a **new ticket** is created.If a customer follows up within the 72-hour window after the ticket is closed with the milestones above, the mention will re-open the existing ticket rather than creating a new one. | --- ### Summary Table | **Interaction Type** | **Lookback Window** | **Exception (Closed Status)** | | --- | --- | --- | | **Public Mention** | 7 Days | New ticket if closed \> 72 hours | | **Private Message** | 30 Days | New ticket if closed \> 72 hours | - [Analyse](https://dataeq.com/knowledge-base/analyse#main-content) - [Metrics and Drill Downs](https://dataeq.com/knowledge-base/analyse#metrics-and-drill-downs) - [Exploring Authors](https://dataeq.com/knowledge-base/analyse#exploring-authors) - [Alerts and Notifications](https://dataeq.com/knowledge-base/analyse#alerts-and-notifications) - [The Reports Panel](https://dataeq.com/knowledge-base/analyse#the-reports-panel) - [Getting Started on Analyse](https://dataeq.com/knowledge-base/analyse#getting-started-on-analyse) - [Visualising Conversation Topics](https://dataeq.com/knowledge-base/analyse#visualising-conversation-topics) - [Mentions Panel](https://dataeq.com/knowledge-base/analyse#mentions-panel) - [Labelling Data](https://dataeq.com/knowledge-base/analyse#labelling-data) - [Filtering and Analysing Data](https://dataeq.com/knowledge-base/analyse#filtering-and-analysing-data) - [Engage](https://dataeq.com/knowledge-base/engage#main-content) - [User Roles & Permissions](https://dataeq.com/knowledge-base/engage#user-roles-permissions) - [Reporting and Analytics](https://dataeq.com/knowledge-base/engage#reporting-and-analytics) - [Additional Features](https://dataeq.com/knowledge-base/engage#additional-features) - [Tips & Troubleshooting](https://dataeq.com/knowledge-base/engage#tips-troubleshooting) - [Ticket Management](https://dataeq.com/knowledge-base/engage#ticket-management) - [Getting Started](https://dataeq.com/knowledge-base/engage#getting-started) - [Working with Tickets](https://dataeq.com/knowledge-base/engage#working-with-tickets) - [Publish](https://dataeq.com/knowledge-base/publish#main-content) - [Multi-Platform Publishing](https://dataeq.com/knowledge-base/publish#multi-platform-publishing) - [Getting Started with Publish](https://dataeq.com/knowledge-base/publish#getting-started-with-publish) - [Creating and Managing Content](https://dataeq.com/knowledge-base/publish#creating-and-managing-content) - [Campaigns and the Content Calendar](https://dataeq.com/knowledge-base/publish#campaigns-and-the-content-calendar) - [Approval Workflows](https://dataeq.com/knowledge-base/publish#approval-workflows) - [Reporting & Logs](https://dataeq.com/knowledge-base/publish#reporting-logs) - [Glossaries](https://dataeq.com/knowledge-base/glossaries) - [Data Source Information](https://dataeq.com/knowledge-base/data-source-information#main-content) - [What can we collect?](https://dataeq.com/knowledge-base/data-source-information#what-can-we-collect) - [Platform FAQs](https://dataeq.com/knowledge-base/data-source-information#platform-faqs) [![Chill listening crop-3](https://dataeq.com/hs-fs/hubfs/DataEQ_Logo_FOR%20USE%20ON%20LIGHT%20BACKGROUND.png%20(1)-1.png?width=90&height=32&name=DataEQ_Logo_FOR%20USE%20ON%20LIGHT%20BACKGROUND.png%20(1)-1.png "Chill listening crop-3")](https://25676464.hs-sites-eu1.com/) Copyright © 2025, DataEQ