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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 assistant settings

Go to your assistant and open Settings > Widget.
2

Enable ticket creation

Toggle on Allow ticket creation.
3

Configure contact requirements

Optionally enable Require contact information to collect the visitor’s name and email before a ticket is created.
4

Save settings

Click Save.
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.