Tickets and SLA

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Tickets are used for issues that require follow-up beyond a single conversation. When a customer issue can't be resolved immediately, create a ticket to track it to completion.

Accessing Tickets

Click Tickets in the left sidebar to view and manage all tickets.

Ticket Stats

The top of the page displays key metrics:

  • Ticket counts by status (Open, In Progress, Resolved, etc.)
  • Click any stat to filter tickets by that status

Ticket Filters

Use the filter bar to narrow your view:

Filter Options
Status Open, In Progress, Waiting, Resolved, Closed
Priority Urgent, High, Normal, Low
Assigned To Specific agent, Me, Unassigned
Category Based on your configured categories
SLA All, Due Today, Due This Week, Overdue, At Risk

Use the search field to find tickets by ticket number or title.

Ticket Cards

Each ticket displays:

  • Ticket Number: Unique identifier (e.g., #TKT-001)
  • Title: Brief description of the issue
  • Status Badge: Current status with color coding
  • Priority Badge: Urgency level
  • Assignee: Agent responsible for resolution
  • Due Date: SLA deadline (if configured)

Priority Colors

  • Urgent: Red
  • High: Orange
  • Normal: Blue
  • Low: Gray

Status Colors

  • Open: Blue
  • In Progress: Amber
  • Waiting: Purple
  • Resolved: Green
  • Closed: Gray

Ticket Detail Panel

Click any ticket card to open the detail panel with four tabs:

Details Tab

View and edit ticket properties:

  • Title: Issue description
  • Status: Update via dropdown (Open → In Progress → Resolved → Closed)
  • Priority: Adjust urgency level
  • Assigned To: Reassign to another agent
  • Due Date: View SLA deadline
  • Link to Conversation: Jump to the original conversation (if linked)

Comments Tab

Internal discussion about the ticket:

  • Add comments visible only to your team
  • Tag team members for input
  • View comment history with timestamps

History Tab

Complete audit trail of ticket changes:

  • Status changes
  • Assignee changes
  • Priority changes
  • All changes include who made them and when

AI Insights Tab

(If enabled on your plan)

  • AI-generated analysis of the ticket
  • Suggested resolution approaches
  • Related knowledge base articles

Bulk Actions

Enable selection mode to act on multiple tickets:

  1. Click the selection mode toggle
  2. Check tickets to include
  3. Use the bulk action bar to:
    • Change status for all selected
    • Assign to an agent
    • Change priority
    • Export to CSV

Creating Tickets

Tickets are typically created from conversations:

  1. Open a conversation in the Inbox
  2. Use the escalation or ticket creation option
  3. The ticket automatically links to the conversation

Empty State Actions

If no tickets exist, the page offers quick actions:

  • Go to Inbox: Create tickets from conversations
  • Set Up Workflows: Configure automatic ticket creation
  • Configure Rules: Define ticket creation triggers

Best Practices

  1. Use priority wisely: Reserve “Urgent” for truly time-sensitive issues
  2. Update status promptly: Keep tickets accurate for reporting
  3. Add comments: Document progress for team visibility
  4. Check SLA filters: Review “At Risk” and “Overdue” tickets daily
  5. Link to conversations: Maintain context with the original customer interaction