When customers are messaging us through one of our channels, unfortunately each message is creating a new ticket. To keep things organized, we're merging these messages automatically.
Example:
Customer Message 1: Hi, can I get an early check-in for my hotel room?
Agent Message 1: Yes, your ream is ready for you now ...
-> agent resolves ticket
Customer Message 2: could you also bring some extra towels?
-> our system detects that this message is from the previous conversation, reopens the old ticket and merges it into the old ticket from Customer Message 1.
But in this case we don't have the SLA anymore - neither the first response, nor the first reply SLA.
Can we somehow fix this? (we're using the API for the automation)
