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The Tickets page lets you manage support requests that arise from customer interactions. Tickets help you track issues from initial report through resolution, ensuring nothing falls through the cracks.

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Ticket Statuses

Every ticket progresses through a lifecycle of statuses: The status flow is: Open → In Progress → Resolved

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Tickets Table

The tickets table shows all your support tickets with:

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Filtering and Sorting

  • Filter by status — Show only Open, In Progress, or Resolved tickets.
  • Filter by priority — Focus on high-priority issues first.
  • Search — Find tickets by subject, requester, or content.
  • Sort — Order by date, priority, or status.

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Managing Tickets

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Viewing a Ticket

Click on any ticket to see the full details including:
  • Complete issue description
  • Customer contact information
  • Conversation or interaction history that generated the ticket
  • Internal notes and updates

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Updating Status

To update a ticket’s status:
  1. Open the ticket detail view.
  2. Click the Status dropdown.
  3. Select the new status.
  4. Add an optional note describing the update.
  5. Save your changes.
Keep tickets updated as you work on them. Moving tickets to In Progress signals to your team that someone is handling the issue.

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Next Steps

Leads

View and manage captured leads.

Calls

Review call logs and recordings.

Logs

View activity and event logs.

Chat Agent

Configure your chat agent.