LINE is a core customer channel for many businesses in Asia, especially in eCommerce and retail. Brands use LINE groups to coordinate orders, answer pre-sale questions, and support VIP customers in real time.
However, while LINE is excellent for communication, it is not built for ticketing, KPIs, or cross-team workflows. Zendesk, on the other hand, is strong in tracking, reporting, and service management—but it cannot handle LINE Group Chat natively.
CXBOX Hub connects these worlds. By integrating LINE Group Chat with Zendesk via Zendesk API and Sunshine Conversation API, CXBOX Hub lets you choose how conversations should become tickets—either as a single ticket or as multiple tickets (one per member). Understanding the difference is key to designing the right support process for your team.
How CXBOX Hub Connects LINE Group Chat and Zendesk
The flow looks like this:
- Customers and internal stakeholders chat in a LINE Group Chat (via a LINE Official Account).
- Messages are passed through Sunshine Conversation (SunCo) and/or Zendesk API, depending on the ticket type.
- CXBOX Hub receives the messages, displays them to agents, and syncs them with Zendesk tickets.
- Agents reply from Zendesk while the customer continues using LINE Group Chat as usual.
On top of this, CXBOX Hub adds:
- centralised visibility,
- performance tracking, and
- the ability to handle both single-ticket and multiple-ticket strategies for LINE Group conversations.
Type 1: Single Ticket – All Conversations in One Place (Zendesk API)
In the single-ticket approach, every message from the LINE Group Chat is stored in one Zendesk ticket. The whole conversation—different people, different replies—lives in a single thread.
Benefits
- Easy context for agents- Agents see the full conversation in one place and can quickly understand what is happening without jumping between multiple tickets.
- Fewer duplicate tickets- There is no need to create several tickets for the same issue or group. Everything is bundled into one comprehensive case.
- Simpler ticket management- With a single ticket ID, it is easier to track status, ownership, and history.
- Faster responses- Because agents don’t have to open or update multiple tickets, they can focus on replying and resolving issues faster.
When to use the single-ticket model
This approach works well when:
- One group is associated with one main case or project,
- A small number of people are involved, and
- Your priority is simplicity and full context over strict separation of every individual issue.
Type 2: Multiple Tickets – One Ticket per Member (Sunshine Conversation API)
In the multiple-tickets approach, CXBOX Hub uses Sunshine Conversation (SunCo) to break down a LINE Group Chat into separate tickets per member. Each customer’s messages form their own ticket inside Zendesk.
Benefits
- Clear tracking per person- Each customer has their own ticket, making it easier to follow their specific questions, orders, and issues.
- Defined responsibility- It’s straightforward to assign tickets to agents or teams, because each ticket belongs to one person.
- Better suited for complex or long-running relationships- If customers come back frequently or have multiple orders, having their own ticket history is beneficial.
When to use the multiple-tickets model
This approach is ideal when:
- You need clear ownership and KPI tracking per customer,
- There are many people in a group, each with their own orders or issues, and
- Your support model focuses on ticket-level accountability and SLAs.
Choosing the Right Model with CXBOX Hub
Both single-ticket and multiple-tickets approaches have clear strengths. The right choice depends on:
- The purpose of the LINE group (broadcast vs service),
- The number of participants and complexity of their requests, and
- How your organization measures performance and assigns ownership.
CXBOX Hub gives you the flexibility to design the workflow that matches your operations—while keeping LINE Group Chat, Sunshine Conversation, and Zendesk tightly connected.
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