The Messenger ticket links make it easy for customers to independently create tickets directly from the Messenger Home, without needing to send them a ticket form.
This is available for web Messenger and mobile SDKS.
Ticket links configuration
To set up ticket links in the Messenger, go to Settings > Channels > Messenger > Web > Content and click Customize Home with apps.
Scroll down to add the ticket links app by clicking the + icon.
Now you can select the ticket types you want to enable customers to create and their respective icons. To add multiple ticket types customers can choose from, click Add ticket type.
You'll only be able to select from Customer ticket types. You can add a new Customer ticket from the dropdown if one doesn't exist.
Upon clicking Done and saving, you'll see the ticket links card has been created and it will appear in the Messenger preview on the right.
Add audience rules to ticket links
Like other Messenger apps, you can set audience rules for ticket creation, which comes in super handy when you only want to show these ticket links to specific customers.
Remember to click Save and set live to save these changes to your Messenger and allow customers to start creating tickets directly from the Messenger Home.
Edit or delete ticket links
You can edit or remove the ticket links card by going to Settings > Channels > Messenger > Web > Content and opening Customize Home with apps.
Select the ticket links card settings icon
to make any changes.
Select the delete icon ⛔️ to remove the ticket links card from your Messenger Home apps.
Remember to click Save and set live to save these changes to your Messenger.
Customer experience
Clicking on a ticket link will open a ticket form which can be filled out and submitted. This is the same flow which is used when a teammate sends a ticket form to a customer from the Inbox.
 |  |  |
Customer creates a ticket from the Messenger home. | Customer completes and submits the ticket form. | Ticket successfully created. 🎉 |
Ticket links will only be visible to customers on the Messenger home if you've configured ticket links your Messenger settings.
A Mobile SDK user will need to be an identified user with an email address in order to see the Tickets Links app in the Messenger. The email address is needed in order to receive email notifications from ticket status updates.