Support Tickets

Tickets track a customer problem from report to resolution, with an owner and a status — unlike a chat, which ends when the visitor closes the window.

How a ticket is created

• A customer raises it from the chat widget
• Your agent escalates a conversation into a ticket
• You create one manually from the dashboard on a customer’s behalf

Each ticket carries a subject, a description, a valid contact email and the conversation it came from.

Working the queue

1. 1

   Open Dashboard → Support Tickets

2. 2

   Search or filter to find the ticket

3. 3

   Claim it

   it becomes yours and other agents see it as taken

4. 4

   Reply to the customer and update the status

5. 5

   Resolve and close it

Best practices

• Claim before you reply — it prevents duplicate answers
• Keep the subject a real summary, not “problem”
• Link the conversation so the next person has the context
• Review closed tickets monthly for patterns worth training into the AI