Ticket Lifecycle
Every ticket moves through a series of statuses:| Status | Description |
|---|---|
| New | Just created, awaiting review |
| Open | Acknowledged by your team, work has not started |
| In Progress | Being actively worked on |
| Waiting on Customer | Your team has responded, awaiting customer reply |
| Resolved | The issue has been fixed |
| Closed | Ticket is complete, no further action needed |
| Spam | Marked as spam and excluded from active views |
Priority Levels
| Priority | When to use |
|---|---|
| Critical | Service is down or a major feature is broken |
| High | Significant issue affecting the customer’s workflow |
| Normal | Standard support request or question |
| Low | Minor issue, enhancement request, or general feedback |
Creating Tickets
From the Dashboard
Fill in the details
Enter a subject and description. Set the priority level and optionally assign it to a team member.
From Widget Conversations
When a visitor uses the chat widget, tickets can be created from the conversation. This links the ticket to the conversation so your team has full context.Ticket Activities
Every ticket maintains an activity log that records its full history:- Status changes (e.g., New to In Progress)
- Priority changes
- Assignments and reassignments
- Notes and internal comments from team members
- Links to related chat conversations
Chat Linking
You can link a chat conversation to a ticket, giving your team one-click access to the full conversation that led to the support request.Widget Ticket Creation
The chat widget can create tickets from visitor conversations.Configure contact requirements
Optionally enable Require contact information to collect the visitor’s name and email before a ticket is created.
When contact information is required, the widget prompts the visitor to enter their details before the ticket is submitted.
Access Control
| Role | Capabilities |
|---|---|
| Owner / Admin | Create, edit, assign, close, delete, and configure ticket settings |
| Member | Create, edit, and update tickets assigned to them |
| Guest | View tickets only |
Troubleshooting
Tickets are not being created from widget conversations
Tickets are not being created from widget conversations
Verify that ticket creation is enabled in your assistant’s widget settings. Check that the widget is using the correct assistant ID. If Require contact info is enabled, confirm the visitor completed the form.
Cannot find a ticket
Cannot find a ticket
Check the status filter on the tickets dashboard. Tickets with Closed or Spam status may be hidden by default. Use the search bar to find tickets by subject.