Tickets

Overview

A ticket is a tracked piece of work: something that cannot be finished inside one conversation or needs a deadline.

Who can use this

All staff. Anyone can create and work tickets; scope rules apply to what you can see.

Creating a ticket

• In a conversation, use Create a ticket in the customer panel or at call wrap-up.
• On the Tickets page, click New ticket and link the customer.
• Automation can open tickets too, for example after a call marked needs follow-up.

Working a ticket

Each ticket has a status (open, pending, resolved), priority, assignee, team and a due time from its SLA policy. The Ticket timeline on the detail page shows the linked conversation, related calls and every change made to the ticket.

Due times

The due time comes from the SLA policy on the ticket or its inbox. Overdue tickets highlight in red and can trigger automation and notifications. Resolving a ticket does not close its conversation - they stay linked but independent.

Common issues

• Duplicate tickets. Automation skips creating a ticket when one is already open for the same conversation.
• Wrong due time. Check which SLA policy applies - the inbox policy or the one set on the ticket.