# Ticket Module Functionality

If the **automatic ticket creation** function is enabled, when a customer sends a message through WASB:

1. If the number is not already in the records, a new lead is created.
2. The conversation is associated with the contact record.
3. A ticket related to the conversation is opened.

[![image.png](https://usermanual.vtenext.com/uploads/images/gallery/2025-04/scaled-1680-/hg3image.png)](https://usermanual.vtenext.com/uploads/images/gallery/2025-04/hg3image.png)

Conversations follow the same logic as tickets from the **Customer Portal**:

- The first message is saved in the **Description** field.
- Subsequent messages are recorded in the **Comments**.
- Statuses follow the **Waiting for response / Customer responded logic**.

[![image.png](https://usermanual.vtenext.com/uploads/images/gallery/2025-04/scaled-1680-/Bj0image.png)](https://usermanual.vtenext.com/uploads/images/gallery/2025-04/Bj0image.png)

If a conversation exceeds **24 hours**, the response must be sent using a **Meta-approved template**.