Understand duplicate open-ticket protection
Pixie CRM guidance. Follow the route for your workspace, check your role and enabled modules, and verify the result before moving on.
A second WhatsApp-created support ticket is refused while an earlier module-created ticket for the same verified customer is still awaiting staff response.
Where to goAdmin Area → WhatsApp → Settings
Before you start
- Verify the module is active and select the intended WhatsApp account before changing any operational record.
- Use an account with the stated native CRM capability and per-account access.
- Test with controlled customer/contact data before relying on live verification, email or CRM automation.
What this guide helps you do
A second WhatsApp-created support ticket is refused while an earlier module-created ticket for the same verified customer is still awaiting staff response. These instructions follow the supplied r20.5 controller, model, view, installer, connector and automation flow.
Follow these steps
- Go to Admin Area → WhatsApp → Settings.
- Find the account, conversation, setting, session or evidence relevant to “Understand duplicate open-ticket protection”.
- Check the displayed value or behaviour against this guide’s code-backed rules.
- Do not change unrelated account, CRM or connector settings while verifying the result.
- Verify the expected state in the related Inbox, Connections, customer history, native CRM record or Audit Trail.
Fields and options
Master automated-response switchMaster automated-response switch
Service-menu and branch togglesService-menu and branch toggles
Ticket department and priorityTicket department and priority
Automation ownerAutomation owner
Administrator recipientsmaximum 20
All configurable messagesmaximum 4,000 characters
Rules and limits
- The workflow runs only after a conversation is verified and only in one-to-one chats.
- The master switch disables prompts, menus, automated CRM records and confirmations but leaves the live Inbox and manual actions available.
- A processing-state claim prevents simultaneous duplicate handling.
- A second WhatsApp-created support ticket is refused while an earlier module-created ticket for the same verified customer is still awaiting staff response.
Check it worked
- The requested action completes without a permission, validation, connector or native CRM error.
- The selected account or conversation shows the expected state without changing another account’s data.
- Where the action creates evidence, confirm the message, native record, verification event, portal history or audit entry is present.
Security, privacy and troubleshooting checks
- Never expose connector tokens, loopback ports, authentication directories or raw customer verification replies.
- Use the supported Connections, Access Control, Settings and Audit Trail pages rather than editing runtime or database records directly.
- If the expected control is missing, verify both native capability and per-account permission before treating it as an installation fault.
Related guides
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