Tickets

Track customer requests until they are solved, with statuses, priorities and SLAs.

A ticket tracks a request that needs follow-up beyond the conversation: a refund, a complaint, a repair. It is linked to the conversation it came from.

Create a ticket

• From a conversation in the Inbox, with Create ticket in the conversation menu.
• Automatically, when your agent is set up to open tickets.

A ticket has a subject, a description, a priority, a status and an assignee. Your team adds notes as the request progresses.

Statuses

Tickets follow a status flow, for example open, in progress, resolved, closed. You can use the default flow or define your own statuses and the transitions allowed between them (Status management). A closed ticket can be reopened.

SLA

An SLA policy sets the first response and resolution deadlines of a ticket. Tickets that miss a deadline are marked SLA breached, so your team sees them first.

Find tickets

Tickets are listed in Conversations > Tickets. From a ticket you can open its conversation.

From the API

The API v2.0 manages tickets like the dashboard: open them on a conversation, change their status and priority, add internal notes, answer the contact, and manage the statuses and SLA policies of each agent. See Manage tickets.