What a ticket is (and why it works for any industry)
A ticket is a request that has to be handled and resolved but has no fixed time: a breakdown, a billing question, a return, a complaint, a quote request… It is called a "ticket" because that is the usual name, but you decide what you use it for: inboxes and categories are yours and you name them as you like.
| Industry | Example inboxes or categories |
|---|---|
| Telecoms / ISP | Breakdowns, Billing, Sign-ups, Cancellations |
| Online store | Orders, Shipping, Returns, Warranty |
| Real estate | Tenant issues, Maintenance, Paperwork |
| Homeowners' association | Technical, Administration, Neighbours, Emergencies |
| Hotel / accommodation | Housekeeping, Maintenance, Lost and found, Billing |
| Clinic / health | Results, Billing, Complaints (no clinical data in the ticket) |
| Software / SaaS | Technical support, Bugs, Feature requests, Accounts |
| Internal use | IT requests, HR, Purchasing |
Ticket or appointment?
| Appointment (calendar) | Ticket | |
|---|---|---|
| Fixed time? | Yes | No: it comes in whenever |
| What is managed? | That the customer shows up | That your team resolves it |
| Order | By time | By priority and deadline (SLA) |
| Conversation | A single moment | Back and forth until it is resolved |
You can enable both on the same agent: the assistant can tell when the customer wants an appointment and when they have a problem.
Inboxes
In Management → Tickets you see your inboxes (if you only have one, it takes you straight to its queue; the inbox list is always under the Inboxes button): separate queues, for example one per department, business line or client. Each card shows open tickets (in red if there are any), in progress and waiting for the customer.
- Inbox: opens that inbox's tickets. The red number on the button is the tickets with news you have not seen yet.
- Configure: name, colour, description, categories, deadlines (SLA) and notification emails.
- Unified inbox: all inboxes together (available from two inboxes).
- Default inbox (star): used when no other one is specified.
Each AI agent works with its own inbox, isolated from the rest: for example, the sales agent opens tickets in "Sales" and the support agent in "Technical support".
Ticket numbering
Each inbox has its own numbering, starting at 1, and you choose how your customers see it in Tickets → Inboxes → Configure → Ticket numbering:
- Prefix: letters or digits, for example
SUP(support),INC(incidents) orBIL(billing). Another inbox in the same workspace cannot use it. - Year: with the year (
SUP-2026-00001, restarts at 1 every year) or without it (SUP-1). - Digits: with leading zeros (
00001) or without (1, 2, 3…).
Changes only affect new tickets: existing ones keep their number, which is the one your customer has. The number is also the ticket's address in the panel (/tickets/SUP-2026-00001).
Categories, priorities and deadlines (SLA)
- Categories: each inbox has its own. Each category can have a default priority and a default assignee. The assistant picks the category that fits what the customer says.
- Priorities: low, medium, high and urgent.
- Deadlines (SLA): for each priority you set how quickly to respond and resolve, and whether only business hours count. If you do not change them, these apply:
| Priority | First response | Resolution |
|---|---|---|
| Urgent | 30 minutes | 4 hours |
| High | 2 hours | 12 hours |
| Medium | 4 hours | 48 hours |
| Low | 24 hours | 7 days |
Deadlines are always calculated, but the deadline column in the list is hidden by default: many businesses do not work with committed response times. If you use them, turn it on in the inbox settings with Show deadlines (SLA) in the ticket list. You will see the time left or the "Overdue" warning, which only appears on pending tickets (never on resolved, closed or cancelled ones).
Ticket statuses
| Status | Meaning | Counts as pending? |
|---|---|---|
| Open | Just came in, nobody has touched it | Yes |
| In progress | Your team is working on it | Yes |
| Waiting for customer | Missing information or a reply from the customer | Yes |
| Resolved | Solved | No |
| Closed | Record finished | No |
| Cancelled | The customer withdrew it | No |
The AI assistant opens and manages tickets
In the agent, under Tools and capabilities, turn on Ticket system (native) and choose its Assigned ticket inbox. It works on WhatsApp, Instagram, Messenger, website chatbot, email and voice. Customers do not fill in forms: they explain it in the conversation and the assistant:
- Opens the ticket with subject, category and priority, and gives them its number (for example
TK-2026-00042). - Tells them how it is going when they ask about their tickets.
- Adds information to an existing ticket without opening a new one.
- Changes the status if the customer asks (for example, to cancel it), always asking them to confirm first. On some channels, cancelling or closing also requires a verification code.
So you can reply to the customer, on your website chatbot (where visitors are anonymous) the assistant asks for their name and email before opening the ticket. On WhatsApp, Instagram, Messenger or email this is not needed: you reply in the same conversation.
The assistant replies in the customer's language. The first time it opens a ticket in a conversation, it automatically adds the privacy notice (GDPR art. 13); you do not have to write it.
Email helpdesk (with or without AI)
If you serve your customers by email, a ticket inbox can work like classic support: every new email opens a ticket and the customer instantly gets an acknowledgement with its number.
- Connect your mailbox in Channels → Email.
- In Tickets, open the inbox and, in its settings, turn on Receive requests by email and choose the email channel.
From then on:
- Every new email opens a ticket with the email's subject, and the customer gets in the same thread "We have received your message and opened request TK-…", with the link to follow it. The acknowledgement can be turned off.
- The customer's replies in that thread (or with the TK number in the subject) are added to their ticket and reopen it.
- Whatever you answer from the ticket is sent from your mailbox, in the same thread and with the number in the subject.
- AI is optional: with "The AI also replies to these emails" off, only your team replies and no AI credits are used. If you turn it on, the channel's AI agent replies as usual and does not open a second ticket.
- No tickets are created for auto-replies, bounces, newsletters, emails where your mailbox is in CC, or suspected phishing.
Each email channel feeds a single ticket inbox. If you turn it off, the channel keeps working as a normal inbox in Inbox Channels. Full guide: Email helpdesk.
The customer page
Every ticket has a private page for the customer (it comes in the confirmation email, and the assistant can also share it in the conversation) where they can:
- see the status and messages;
- reply and add information;
- cancel the ticket;
- request deletion of their data.
Your team's work
The ticket list
- Order: pending tickets first; within them, those with something new for you; then by priority (urgent, high, medium, low) and finally the most recent. Resolved, closed and cancelled tickets go to the end.
- Filters: inbox, text (subject or number), status, priority, category, assignment and Unread only.
- Counters at the top: open, in progress, waiting for customer and assigned to you.
In the list, tickets with something new that you have not seen yet (just opened or with a new customer message) show a blue dot and are in bold. Each team member has their own marks: they clear when you open the ticket and come back if the customer writes again. Only pending tickets are marked.
The ticket page
- Request: at the top you see a summary of what the customer is asking for, who they are and how to reply. If there is no way to reach them (for example an anonymous website visitor with no email), a warning tells you; if they give you an email or phone, click Add email or phone in that same warning: the reply channel form opens (right column, "Customer's preferred channel") and, once saved, your replies reach them there.
- Thread: only the request messages (the one that started it, what the customer added and your team's replies) and internal notes. The rest of what they talked about with the assistant is folded under "Show the full conversation".
How your reply is sent
Below the reply box you choose how it reaches the customer. The recommended option (the one the customer preferred, or their conversation) is preselected, and a note explains what will happen:
- Send via WhatsApp / Instagram / Messenger: they get it in the same conversation.
- Send by email: they get an email with your reply and the link to their ticket.
- I'll call them: nothing is sent. Call them and use the text to note what you discussed; when you finish, click "Mark as contacted".
- Only on their tracking page: they are not notified; the reply only appears on their ticket page.
- Internal note: the text stays within your team and is not sent through any channel.
From a ticket, your team can:
- reply to the customer;
- write internal notes (with attachments) the customer does not see;
- assign it to someone and change its status or priority;
- pause the AI on that ticket to handle it manually;
- mark that the customer has already been called by phone;
- archive and restore it.
Notifications and counters
- Bell: each new ticket notifies the assigned person or, if none, the workspace owners, admins and supervisors. Never whoever creates it by hand. Opening the ticket marks the notification as read. You can also get it by email (hourly summary) in your notification preferences.
- Inbox email: in each inbox's settings you can add addresses that get an email for every new ticket (for example, the department's address).
- Menu counter: next to Tickets (in both menus) you see how many have something new for you, and a red dot on Management when the dropdown is closed. It goes down when you open the ticket and updates on its own, without reloading.
Frequently asked questions
How does my reply reach the customer?
Write your reply in the box at the bottom of the ticket and, in the dropdown below it, choose how to send it. The recommended option is preselected: the one the customer asked for, or their conversation. Right below you will see a sentence explaining what will happen, for example "They get an email with your reply and the link to their ticket". Click Send.
What does each sending option mean?
| Option | What happens | When to use it |
|---|---|---|
| Send via WhatsApp / Instagram / Messenger | They get it as a message in the same conversation. | The customer wrote to you on that channel. |
| Send by email · address | They get an email with your reply and the link to their ticket. | You have their email. |
| I'll call them · number | Nothing is sent. The text is saved on the ticket as a note of the call. | The customer asked to be called. Call them, note what you discussed and click "Mark as contacted". |
| Only on their tracking page | They are not notified. The reply only appears on their ticket page. | You have no way to contact them and expect them to check their link. |
| Internal note (switch) | Only your team sees it; it is not sent through any channel. | Notes, steps taken, messages to colleagues. |
The ticket says "No contact details". What do I do?
This happens when the customer wrote from your website chatbot (anonymous) and left no email or phone. Until then, they will only see your reply if they come back to the chat or their tracking link. If you get their email or phone:
- In the yellow warning itself, click Add email or phone.
- The form opens in the right column (Customer's preferred channel card) with "Email" already selected. For a phone number, switch to "Call", "WhatsApp" or "SMS".
- Type it in and click Save.
From then on, the recommended reply option will be that channel. Since 30/09/2026 the assistant already asks for name and email on the website chatbot before opening a ticket, so this should only happen with older tickets or if the customer refuses to give them.
Can I change how the customer is replied to later?
Yes. In the right column, Customer's preferred channel card, click Correct channel / email, choose the channel, enter the detail and save. You can also pick another option in the dropdown for a single reply.
Why don't I see the customer's whole conversation in the ticket?
The ticket shows the Request at the top (a summary of what the customer is asking for) and, in the thread, only what is related: the message that started it, what the customer added and your team's replies. The rest of their chat with the assistant is folded under Show the full conversation, in case you need context.
What is the difference between the red number in the menu and the inbox figures?
The red number next to Tickets (and the dot on Management) is the tickets with news you have not seen: it goes down when you open them. The inbox figures (open, in progress, waiting for customer) are what is still pending resolution: they only go down when the ticket is resolved, closed or cancelled.
When does a ticket show as "unread"?
When it is pending and has something new you have not seen: it was just opened, or the customer added information via the chat or their page. It shows a blue dot and is in bold, and clears as soon as you open it. Each team member has their own marks.
What is "Mark as contacted"?
It appears when the customer prefers to be called. After calling them, click it to record on the ticket that you already handled them by phone.