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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.

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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.

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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.

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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.

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Find tickets

Tickets are listed in Conversations > Tickets. From a ticket you can open its conversation. Through the API, GET /conversations?ticket_id={ticket} returns the conversation of a ticket.