In the current setup between Botpress, Zendesk, and WhatsApp, the integration only supports creating new tickets but doesn’t reopen tickets once they’re marked as resolved. This creates an issue for users who continue messaging via WhatsApp after their initial ticket is closed, as these messages are logged in Botpress but aren’t directed to an active ticket in Zendesk. Consequently, the messages don’t reach support agents, leaving users without a response and causing confusion. It would be extremely helpful if the integration included an option to automatically reopen a resolved ticket or create a new one in Zendesk when additional messages are received from the user through WhatsApp. This feature would prevent “lost users” and ensure ongoing communication with support.