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Tickets

What it does​

Tickets track longer-running customer tasks on boards with columns, priorities, public statuses, subscribers, comments, and linked conversations.

When to use it​

Use Tickets for:

  • Bugs
  • Billing questions
  • Incidents
  • Refunds
  • Complaints
  • Feature requests
  • Any case that needs ownership beyond a single chat

How it works​

Operators create boards and columns, then manage tickets across them:

  • Add or move tickets, dragging them between columns
  • Set type and priority
  • Link tickets to conversations
  • Merge duplicates
  • Send customer-visible ticket updates

Public ticket forms can be exposed in the widget, and a public status can be shown to the customer when the ticket is visible in the widget.

Where to configure it​

Configure tickets in Tickets in the operator app.

  • Conversations
  • Widget
  • Comments and Inbox
  • Workflows
  • Contacts