Tickets

Tickets track support requests beyond a single chat.

• The AI opens a ticket when a customer reports an issue, with a title, description, category and priority. Tickets that need a person are flagged Needs human with the reason.
• Your team creates tickets manually from the Tickets page or from a conversation.
• Statuses: open, in progress, waiting for customer, resolved, closed. Assign to a teammate, set a due date, add internal notes.
• Open conversation on the ticket jumps to the customer's chat. When you resolve or close a ticket you can notify the customer with a message.
• Ticket volume, resolution and deflection appear in Reports.