Ticket System Overview

Tickets let you track customer issues that need more than a single conversation to resolve. Create tickets from conversations, via the API, through forms, or manually.

Ticket properties

• Ticket number — auto-generated unique identifier
• Status — open or closed
• Stage — submitted, in progress (set automatically based on activity)
• Priority — low, medium, high, urgent
• Category — classify tickets by topic with color coding
• Assignee — the agent responsible for the ticket
• Tags — additional labels for organization

Ticket types

• Customer — a ticket created from a customer interaction
• Back office — an internal ticket for team follow-up
• Standalone — a ticket created independently without a linked conversation

Ticket sources

• Conversation — created from an active conversation
• Manual — created manually from the Tickets page
• Email — created from an incoming email
• API — created programmatically via the API
• Form — created from a form submission

Creating tickets

You can create tickets in several ways: from an active conversation (click "Create Ticket"), automatically via workflows, through the AI agent, manually from the Tickets page, via the API, or from form submissions.

Ticket timeline

Every ticket has a timeline that tracks all activity — status changes, assignment changes, priority changes, category changes, tag additions and removals, escalations, and when the ticket was created, resolved, or reopened. This gives your team a complete audit trail.

Messages and notes

Tickets support threaded messages between your team and the customer. Use internal notes for private team-only comments that the customer cannot see.