Support tickets

When a visitor reports a problem the AI can't fix in the chat, your persona files a ticket. Your team works it in the dashboard's Tickets inbox, and the visitor gets email updates until it's resolved — on web chat, social DMs, SMS and phone calls alike.

How tickets get filed

Tickets come from three places, and none of them require the visitor to fill in a form:

• The persona files one. When a visitor reports a problem the AI can't fix in-chat — a broken product, a billing error, a missing order — the persona files a ticket in the same turn, tells the visitor the ticket number, and keeps helping. Filing is once per conversation: if the visitor says “it's still broken” three turns later, the persona points to the existing open ticket rather than filing a second one.
• A human takes over. When someone on your team takes over a live conversation on a ticketing-enabled brand, a ticket is logged automatically — “Human takeover — Dana Ruiz needs help” — with the tail of the transcript attached. This one is deterministic, not AI-judged, so it never forgets. If the conversation already has an open ticket, no duplicate is filed.
• A visitor comes back and asks. “Whatever happened with my complaint?” The persona reports the ticket's status and the latest public reply. Matching covers tickets from the current thread plus this brand's tickets filed under the visitor's email address — so a visitor returning in a brand-new chat still finds last week's ticket once they've given the same email.

Each brand numbers its own tickets — the first is #1, whatever channel it arrived on. The channel rides along, so the inbox shows whether an issue came from web chat, WhatsApp, SMS or a phone call.

Turning it on

Three switches, and all three must be on:

1. The add-on on your subscription. Talk to us.
2. The brand. Go to Customize & Deploy → Other Skills and tick Enable ticketing for this brand on the Support ticketing card. The card only appears once the add-on is active.
3. Each persona. In the persona editor, tick the Support ticketing checkbox. A persona without it never files a ticket and never promises one.

Collect visitor details before filing

If you've configured required visitor details on the persona (see Required visitor details), a ticket will not file until they're captured. The persona asks for whatever is missing — name, email, phone — and then files. That's deliberate: a ticket with no way to reach the visitor is busywork for your team.

Even without requirements, the persona attaches whatever identity it has — the visitor's name, email, phone and company from sign-in or lead capture — so the inbox shows who you're helping and how to reach them.

The Tickets inbox

With the add-on active, a Tickets entry appears in the dashboard sidebar. Its badge counts New tickets nobody has touched yet. The page is a split pane: the queue on the left, the open ticket on the right.

• One queue, every brand. Tickets from every brand you can access are listed together, newest activity first, with the brand named on each row. Search by subject or visitor, and filter by status — the filter defaults to Open.
• Statuses: New, In progress, Waiting on visitor, Resolved, Closed. The first three count as open.
• The identity strip. Under the subject: the visitor's name, company, job title, email, phone, and the page they were chatting on — everything you need before working the ticket.
• The full conversation. The ticket carries the entire conversation it came from, expandable in place, with an open full view link to the Conversations page.
• Replies. Write in the box and choose Public reply (the visitor is emailed) or Internal note (staff-only — never shown to the visitor, never emailed). A public reply moves the ticket to Waiting on visitor.
• Workflow edits are manager-only. The status dropdown (and priority and assignee changes) are for owners and admins. Agents can read and reply.

What the visitor receives

When a ticket is filed and the visitor's email is known, they get a confirmation — “[Acme] We got your request (#12)” — with a Continue this conversation in chat button that reopens the same conversation on your site. Every public staff reply emails them an update, and marking the ticket Resolved or Closed sends a resolved notice.

AI follow-up replies

Tickets that sit idle get chased automatically. Once an open, unworked ticket has had no staff reply and no visitor activity for about a day, the AI writes one follow-up reply. What happens next depends on the AI follow-up replies setting on the Support ticketing card:

• Draft for review (recommended) — the reply waits in the inbox with a draft — review badge. Nothing reaches the visitor until someone clicks Approve & send to visitor; the approved reply is posted as that team member and emailed.
• Auto — the reply posts and emails the visitor directly, marked as the persona in the thread.

The AI never interjects on a ticket a human is actively working (In progress), never chases a visitor your team has already replied to (Waiting on visitor), and never stacks a second draft on top of an unapproved one. Housekeeping runs on the same schedule: a Resolved ticket nobody has contested for a week is closed automatically.

How your team finds out

Every new ticket emails the brand's owners and admins — “[Acme] New ticket #12 · HIGH” — with a link to the inbox. Inside the dashboard, the Tickets sidebar badge counts New tickets nobody has opened.

Troubleshooting