Tickets
Track handed-off conversations as Helpdesk tickets: statuses, assignees, internal notes, visitor emails, and how to resolve them.
Every handoff creates a ticket in the Helpdesk. Select Helpdesk in the main sidebar to see all tickets for your team, across every agent.
Tickets are created when a visitor asks to talk to a person, when an agent hands a conversation to your team, or when a live chat request isn’t claimed in time.
Ticket status
| Status | Meaning |
|---|---|
| New | Just opened. No one has picked it up yet. |
| In progress | A teammate is working on it. |
| Waiting for customer | Waiting for the customer to reply. |
| On hold | Paused, for example while you check something with another team. |
| Resolved | Done. |
| Canceled | Closed without a resolution, for example canceled by the visitor. |
Ticket details
The top of a ticket shows the customer’s name or email, the ticket status, the ticket number, the channel, and who is replying, such as AI is replying or You’re replying. A dot next to the name shows whether the customer is still on the page: green when connected, gray when away.
Open a ticket to see:
- Conversation: the full conversation, including the AI’s messages before the handoff. The customer’s messages are on the left, and the AI’s and your team’s on the right. Steps the AI took, such as “AI opened ticket HD-…” or “AI asked the visitor to verify their email for a ticket”, appear as short lines between messages.
- Summary: the ticket subject and the AI’s summary of what the customer needs, at the top of the details panel. On smaller screens, open the panel with the details button next to the ticket actions.
- Details: the Assignee, the Agent, the Channel, and when it was Opened and Resolved.
- Customer: who the customer is, if they’re identified or verified their email.
- Internal notes: notes only your team can see.
- Activity: a history of what happened on the ticket.
Work on a ticket
From the ticket’s actions you can:
- Assign to me: become the assignee.
- Take over: pause the AI so you can reply. Only the assignee can reply. See Live Support.
- Put on hold and Resume: pause and continue work on the ticket.
- Resolve: finish the ticket, and choose whether to return the conversation to the AI.
- Close ticket: close it while the AI keeps handling the conversation.
- Reopen: open a resolved ticket again.
Tickets without live chat
With the Create ticket escalation method, the AI keeps replying to the customer while your team follows up on the ticket. The customer doesn’t need to stay in the chat.
The visitor sees a Support request card in the chat with the ticket number and its status: Open, In progress, Waiting for you, or Closed. They can cancel the request from the card.
When a teammate closes or reopens the ticket, a line such as “Support request HD-… was closed.” appears in the chat at that point, so the visitor can see the latest status below the agent’s last message.
Anonymous visitors verify their email
Your team needs a way to reach the customer, so a ticket needs an email or phone number:
- Identified visitors with an email, and WhatsApp customers, get a ticket straight away.
- Anonymous visitors on the web widget or Public Chat see a form in the chat:
- They enter their email and select Send code. If they already gave an email in the lead form, it’s filled in for them.
- They enter the 6-digit code from the email “Your verification code”.
- The ticket opens, and the agent’s confirmation message appears in the chat.
The code expires after 10 minutes and allows 5 attempts. Visitors can request a new code with Resend code, change the address with Use a different email, or select Cancel request.
Emails to visitors
When the visitor has an email, they get an email when:
| Sent when | |
|---|---|
| New reply on your request HD-… | A teammate replies on the ticket. The email includes the reply. |
| Your request HD-… was closed | A teammate resolves or closes the ticket. Automatic resolutions, such as an abandoned chat, don’t send it. |
The visitor doesn’t get an email when the ticket is created. The ticket card in the chat says “We’ll email you when they reply.” when emails will be sent.
These emails are for web widget and Public Chat tickets the AI opened, including live chat requests that became tickets. WhatsApp replies are sent on WhatsApp.
The sender name is your agent’s name. Teams with the White label add-on send them without Chatvox branding.
Continue the conversation
Each email has a Continue the conversation button that reopens the same conversation:
- Web widget conversations open on the page of your website where the chat happened, and the widget opens on the latest reply.
- Other conversations open in Public Chat, if it’s turned on for the agent.
The link works on any device and expires after 30 days. If neither the widget page nor Public Chat can be used, the email has no button, but it still includes the reply.
For widget links, your website must be in the agent’s Allowed embed domains, if you’ve set any.
Stop emails
Each email has a Stop emails about this request link. It opens a page where the visitor confirms with Stop emails. After that, they get no more emails about that ticket, but they can still continue the conversation in the chat.
Having trouble? See Troubleshooting human handoff and tickets.