Tickets

Ticketing System

The Tickets module helps you track, prioritize, and resolve customer issues systematically.

Creating Tickets

From Conversations

Convert any conversation into a ticket:

1. Open the conversation in Inbox
2. Click Create Ticket
3. Add title and description
4. Set priority and assign

Manual Creation

Create tickets directly:

1. Go to Tickets → New Ticket
2. Fill in customer details
3. Describe the issue
4. Set priority and due date

Ticket Properties

Property	Description
Title	Brief summary of the issue
Description	Detailed explanation
Priority	Low, Medium, High, Urgent
Status	Open, In Progress, Pending, Resolved, Closed
Assignee	Responsible agent
Due Date	Expected resolution date
Tags	Categories and labels

Ticket Workflow

Open → In Progress → Pending → Resolved → Closed

Status Definitions

• Open - New ticket, not yet addressed
• In Progress - Agent is actively working
• Pending - Waiting for customer response
• Resolved - Solution provided
• Closed - Ticket completed and archived

Views and Filters

Default Views

• My Tickets
• Unassigned
• All Open
• Due Today
• Overdue

Custom Filters

Create filters based on:

• Status
• Priority
• Assignee
• Created date
• Tags
• Custom fields

SLA Management

Set Service Level Agreements:

• First response time targets
• Resolution time targets
• Escalation rules
• Priority-based SLAs

Automation

Auto-Assignment

Route tickets automatically based on:

• Issue type
• Customer segment
• Agent expertise
• Workload balancing

Escalation Rules

Automatically escalate when:

• SLA breach approaching
• Customer sentiment negative
• VIP customer ticket