Helpdesk Ticketing

Manage customer support requests from creation to resolution. The Ticketing module allows your support team to continue conversations that require human assistance. When customer requests help through the chatbot, a support ticket is automatically created, allowing agents to track, manage, and resolve the request from a single workspace.

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Before you begin

Complete these setups tasks before agents start handling tickets:

• Ticketing is enabled for your chatbot.
• Agents and supervisors have been added and agents are online.
• Ticket assignment settings have been configured.
• Operating hours and SLA policies are configured based on your support requirements.

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How Ticketing Works

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Enable Ticketing

Before using Ticketing, create a support team and add the agents who will handle customer requests.

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Working with Tickets

After a ticket has been created, agents can manage all support requests from Customer Support → Tickets.  The Tickets dashboard provides a centralized view of every customer request, making it easy to prioritize work, monitor ticket progress, and meet SLA targets.

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Viewing Tickets

Tickets are organized into the following statuses to help you quickly identify requests that need attention:

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Managing Ticket

• Opening a ticket gives agents everything needed to continue helping the customer without losing context.
• The ticket includes the customer’s contact information together with the complete conversation history collected by the chatbot, allowing agents to understand the issue before responding.
• Agents also receive in-app notifications and email alerts when new tickets are assigned, including requests created outside working hours.
• From the ticket workspace, agents can:

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Configuring Tickets

Administrators can configure how tickets are created, assigned, and managed to match their support workflow. They can also manage response shortcuts to help agents respond faster and more consistently.

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Ticket Creation

Ticket creation determines how chatbot conversations become support tickets. By default, Ticketing creates a support ticket after collecting the customer’s details and automatically includes the complete conversation history. You can customize the trigger phrases, required customer information, confirmation and error messages, and agent notifications based on your support workflow.

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Team Assignment

Support teams help organize agents and ensure tickets are assigned to the right people. Add agents and supervisors, assign skills, monitor their Online or Offline availability, and decide whether teams should inherit global settings or use their own configuration. Tickets can then be assigned manually or automatically using load balancing. You can also set the maximum active tickets per agent and define what happens when agents reach capacity.

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Operation Hours & SLA

Operating Hours determine when your support team is available, while SLA policies define how quickly requests should be handled.

1. Operating Hours

Configure your support schedule by setting your business hours, time zone, and public holidays.

2. SLA Policies

3. Define your service targets using:

SLA performance is tracked for every ticket and helps supervisors monitor compliance, identify breaches, and prioritize urgent requests.

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4. Notifications & Customer Queue

Notifications help your support team stay informed throughout the ticket lifecycle, while queue settings improve the customer waiting experience. Configure notifications for new assignments, reassignments, unassigned tickets, after-hours requests, SLA breaches, and queue backlogs so your team can respond to important ticket updates promptly. For customers waiting in the queue, you can display their estimated wait time, queue position, and maximum wait time, and provide a confirmation message if they choose to leave the queue

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Monitoring Ticket Performance

Once Ticketing is in use, supervisors can use the Analytics dashboard to monitor support performance, review ticket topics, identify request trends, and improve routing and reporting. Analytics provides valuable insights into your team’s performance, helping identify trends, improve workflows, and maintain service quality. Available reports include: