Starting a Flow after a Ticket is Closed

After an Agent resolves an open ticket, you can configure a trigger to automatically start the contact in a flow. This is useful for sending follow-ups, applying additional updates to the contact, or adjusting their group membership.

Example scenario
Earlier, we added the contact to a group named “Human Handled” so their messages to a human Agent wouldn’t accidentally fire keyword or uncaught-message triggers. Once the ticket is closed, we want those triggers to work again—so we’ll remove the contact from Human Handled.

Set it up like this:

• Create a Background flow that includes the Remove the contact from a group action. Use a Background (not Messaging) flow so it won’t interrupt any active messaging flows.

• In that action, choose the Human Handled group from the dropdown.

• Next, create the trigger: go to Triggers → New trigger.

• Scroll to Start a flow after a ticket is closed.

• Select the flow you just built and, if needed, specify groups to include or exclude.

That’s it. When a ticket is closed, contacts are automatically removed from Human Handled, and future messages will once again be handled by your other triggers.

Open Tickets Smart Group

Need a quick view of contacts with unresolved tickets? In the Contacts tab, you’ll find a Smart Group called “Open Tickets.”

Learn how to use this group for trigger inclusion or exclusion here.