What tickets are for

A conversation is the chat itself. A ticket is a piece of work that comes out of it and needs following up: exchanging a dented gift box, preparing a 25-box wholesale order, fixing a problem on your website. Tickets have an owner, a type, a priority, a status and deadlines, so nothing is forgotten after the chat ends.

Use a ticket when the request:

• cannot be finished while you are chatting (you need stock, a delivery, a colleague, a refund),
• involves someone outside the support team,
• has a promise of time attached ("we'll call you back today").

For a simple follow-up of your own, a reminder is enough.

The Tickets page

Go to Customer Support → Tickets.

At the top, counters for right now (Open, Overdue, Unassigned) and for the last 7 days (Resolved (7d), SLA breached (7d), Avg resolution (7d)). Click Open, Overdue, Unassigned or Resolved (7d) to filter the list.

The list shows open tickets first (open, in progress and waiting on the customer), newest first. Filter it by code or title, status, priority, type, assignee and Overdue only, then click Filter.

Tickets and conversations

A ticket created from a conversation stays linked to it:

• The conversation's timeline records "Ticket TK000004 created: …" and every status change ("Ticket TK000004: Open → Resolved").
• The customer panel lists the conversation's tickets under Tickets, in red when overdue.
• The ticket page links back to the Conversation and the Customer profile.
• A public reply in that conversation counts as the ticket's first response.
• For email conversations, when the ticket is resolved the customer gets a short email in the same thread saying their request has been resolved.

Who can do what

New tickets, status changes, resolutions and SLA breaches can also be sent to your other tools with webhooks.