Symptoms

A ticket was created with pictures and text, but at the same time, several more empty tickets were created from the same client, at about the same time.

Solution

This known behavior occurs when a client redirects several media files + text at once.

1. If an empty ticket is created, check other requests from this user. Most likely, there will be a request created almost simultaneously that contains correspondence.
2. Merge the empty requests into the one that contains the correspondence and continue communicating with the client as usual.

Cause

The reason is the asynchronous operation of the library working with the Telegram API. It operates without blocking the thread: when there is no open ticket, several separate messages with pictures arrive at once and requests begin to be processed in parallel — and for each of them, it is the only one.