Every support request — whether it comes from the chat widget or the contact form — becomes a ticket. Tickets are how your team tracks and resolves customer issues.
Ticket list
Each ticket in the list shows:
- The customer's email and name
- A short description of the issue
- The inbox name
- When it was created
- Whether the customer is currently online (green dot)
- Who is assigned
You can sort by age using the button in the header to toggle between oldest-first and newest-first.
Working on a ticket
Click a ticket to open the detail view. The left side shows the full conversation history and the right side shows customer metadata.
From here you can:
- Reply — Type a message and click Send. The customer gets an email notification.
- Send & close — Send a reply and close the ticket in one click.
- AI-suggested reply — Click the sparkles button to generate a reply based on your knowledge base.
- Close — Close the ticket without sending a response. The customer is notified that the ticket is closed.
Use the up/down arrows to navigate between your assigned tickets without going back to the list.
Assigning tickets
Unassigned tickets are visible to everyone on the team. To assign a ticket, click the assign button in the ticket list or on the detail page. A searchable list of team members appears — pick someone and the ticket moves to their queue.
You can also unassign a ticket to make it available to the whole team again.
Snoozing tickets
If you cannot deal with a ticket right now, snooze it. Snoozed tickets disappear from the main list and reappear when the snooze expires. The options are:
- In 1 hour
- In 4 hours
- Tomorrow at 9:00 AM
- Next Monday at 9:00 AM
Snoozed tickets are still accessible in the collapsed "Snoozed tickets" section at the bottom of the inbox.