What this does
Tickets turn chat conversations into trackable issues with a status, priority, and assignee. This ensures nothing falls through the cracks.
When to use it
Create a ticket when a conversation requires follow-up that can't be resolved immediately.
Step by step
- During a conversation, click Create Ticket
- Fill in:
- Subject — brief description of the issue
- Priority — Low, Medium, High, Urgent
- Assignee — who is responsible for resolving it
- Click Create
- The ticket is linked to the original conversation
- Manage tickets from Chat > Tickets
- Update the status as work progresses: Open, In Progress, Resolved, Closed
Tips
- Tickets preserve the full conversation history
- Overdue tickets are highlighted based on priority SLAs
- Visitors receive updates when ticket status changes
- Use ticket reports to measure resolution time and volume