We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.

When you set the buffer time, make sure it has sufficient margin. 

This will ensure that follow up messages sent by the user within the buffer time are added to the same ticket on resolution. Providing ample buffer time would minimise the creation of multiple tickets for the same conversation.