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Support tickets let you track customer issues from creation through resolution. When a customer reaches out through the chat widget, sends a message, or when your team identifies an issue, a ticket captures the details and tracks progress.

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Ticket Lifecycle

Every ticket moves through a series of statuses:
Use Waiting on Customer to keep your active ticket count focused on issues that need your team’s attention.

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Priority Levels

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Creating Tickets

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From the Dashboard

1

Open the tickets dashboard

Click Tickets in your workspace sidebar.
2

Create a new ticket

Click New Ticket.
3

Fill in the details

Enter a subject and description. Set the priority level and optionally assign it to a team member.
4

Link a contact

If the ticket relates to a specific customer, link their contact record.
5

Save the ticket

Click Create. It starts with a New status.

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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.

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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
The activity log provides a complete audit trail.

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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.

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Widget Ticket Creation

The chat widget can create tickets from visitor conversations.
1

Open the assistant's Forms page

Go to your assistant, open Forms, and switch to the Support Tickets tab.
2

Enable the form

Turn on Enable Form. This switches on ticket creation for the assistant and its widget in one step.
3

Choose what the ticket collects

Add and arrange the fields the visitor fills in — subject, description, and anything else you need. A Dropdown field with Save answer to set to Ticket issue type makes the answer reportable instead of leaving it in the submission data. See Forms for every field type and setting.
4

Set contact requirements

Optionally open workspace Settings > Tickets and enable Require Contact Info to require a name and email on tickets created from the widget.
When contact information is required, the widget prompts the visitor to enter their details before the ticket is submitted.

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Access Control

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Troubleshooting

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.
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.