Tickets: turn a conversation into tracked work

Some conversations are a question you answer in a minute. Others are a problem that outlives the chat — a refund, a replacement, something a supplier has to confirm. A ticket is how the second kind stops depending on one person remembering.

Raising one

Tickets are raised from the conversation, in the contact panel on the right of the inbox. That keeps the ticket attached to the chat it came from, so whoever picks it up can read what was actually said.

1. Open the conversation and create a ticket

   Give it a title that describes the problem, not the customer — “Damaged shutter on delivery”, not “Priya issue”.
2. Set a priority

   Be sparing with the top one. If everything is urgent, the field stops carrying information.
3. Assign an owner

   An unassigned ticket is a ticket nobody is working on.
4. Resolve it with a resolution note

   Say what was actually done. That note is what makes the next identical ticket quick.

Following them

• The Tickets screen lists everything open, filterable by status, priority and owner.
• The Tickets tab in the inbox shows only conversations with an open ticket.
• A conversation’s own panel shows its tickets, including closed ones — useful when somebody comes back about the same thing.

What it gives you

These appear in Analytics and performance.