MoveWorks Bot should reference new ticket by user before suggesting to create a new ticket

The Goal of this would be to create a process in which a MoveWorks bot, when communicating with a user via a DM after initial contact was engaged in a slack support channel would be to identify and reference that a ticket was recently created by that user, and suggest to update the status on that current issue rather than suggesting to create a new ticket. 

The Issue we are trying to address is that the initial contact is coming from a support channel where the user is asking for help and getting a ticket assigned to them, and if the MW Bot is unable to resolve the issue, its first response in a DM is to offer for the user to create a new ticket.  

That is problematic as the only reason that MW Bot is communicating with the user in the first place is because they just submitted a ticket.  Moveworks will need to address the circular function of the Bot action here.  It will need to change the initial prompt to either Identify that a ticket was just recently created and assigned to that user (~10mins or less) or it will need to reconfigure the prompt to suggest to update the status or provide additional information to the already created ticket the user has just opened.