Understanding tickets
A ticket is a single support conversation between one of your customers and your team. Every email a customer sends and every live chat they start becomes a ticket, so the whole conversation — and everything your team does about it — stays in one place from the first message to resolution.
Where tickets come from
Tickets are created automatically when a customer reaches you by email (a message to one of your support addresses) or live chat (a conversation from your chat widget). Your agents can also create a ticket by hand. However a ticket begins, its channel is fixed for the life of the conversation — an email ticket stays an email ticket.
The conversation
The center of a ticket is the thread: every message exchanged, in order, including your team’s replies and internal notes. Chat tickets show a live conversation; email tickets show the mail thread.
Ticket properties
A properties panel beside the conversation is where you manage the ticket. From it you can set:
- Type — Question, Incident, Problem, or Task (hidden on chat tickets).
- Priority — Low, Normal, High, or Urgent.
- SLA — the response and resolution timers for the ticket, and how close they are to breaching. See SLA policies.
- Assignee and group — who owns the ticket; use Take it to grab it yourself. See Assigning tickets.
- Skills — the skills a ticket needs, used for routing.
- AI classification — the AI’s read on the ticket (sentiment, intent, and more). See Ticket classification.
- Followers — teammates who get notified about the ticket (follow or unfollow it yourself).
- Tags — quick labels for organizing and filtering. See Tags.
- Custom fields — any extra data your workspace captures. See Custom fields.
Status and other actions
Every ticket has a status showing where it stands — see Ticket statuses. From the ticket’s actions menu you can also suspend a ticket (hold it for review, out of the main queue), delete it, or print it.