How to create a ticket

The instructions below are for desktops and laptops only

• Follow up with visitors after a chat ends
• Respond to offline messages
• Send detailed responses or attachments by email
• Assign requests to specific agents or departments

• You can create a ticket during a chat
• You can create a ticket from a previous chat in your Inbox
• You can create a ticket from a profile in Contacts
• You can create a ticket using the Compose feature in your Inbox
• A visitor can create a ticket by leaving an offline message
• A visitor can create a ticket from your Knowledge Base
  
  

Creating a ticket during a chat allows you to follow up with the visitor later by email.

Here’s how to create a ticket during a chat:

1. While chatting with a visitor, click the Create Ticket icon in the chat header.

You can also click the 3 dots in the upper right corner of the chat and select Create Ticket.

2. The Create Ticket form will open in the right panel. Enter the visitor’s Name, Email, Subject, and Message. In your message, you can use Shortcuts, add attachments and emoji, and mention team members.

3. You can also:
- Add other recipients in the CC Recipients field
- Assign the ticket to an agent or department
- Set the priority level and add tags

4. Click Create to send the ticket.

• The ticket appears in your Inbox.
• The visitor receives the message by email.
• The assigned agent or department receives a copy by email.

2. Enter the Subject and Message. In your message, you can use Shortcuts, add attachments and emoji, and mention team members.

3. Click Create.

You can create a ticket from scratch using the Compose feature in the Inbox. This is useful when you want to start a new support conversation without an existing chat.

Follow these steps to create a ticket using Compose:

1. Go to your Inbox and click Compose in the upper-left corner.

2. Choose a contact. You can use the search bar at the top to search for a contact.

3. Select the Tickets inbox.

4. Enter the Subject and Message. In your message, you can use Shortcuts, add attachments and emoji, and mention team members.

5. Click the green send icon to send your ticket.

If a visitor leaves a message while your chat widget is offline, you can convert that message into a ticket and respond by email.

To create a ticket from an offline message:

1. Go to your Inbox and open the offline message from the chat list.

2. Click Create Ticket at the bottom of the message.

3. Review the visitor’s email address. If the visitor filled out your offline form, their email address will automatically appear in the ticket form. Then, enter your response. In your message, you can use Shortcuts, add attachments and emoji, and mention team members.

You can also:

- Assign the ticket to an agent or department
- Set the priority level

4. Click Create.

The ticket will be created and sent to the recipient by email.

For detailed instructions, see this guide:
Responding to offline messages via Ticketing

2. Click People in the left submenu. Then, choose the contact from the list.

3. In the contact profile, click the Ticket icon in the top of the right panel.

4. Select or enter an email address. Then, enter the Subject and Message. In your message, you can use Shortcuts, add attachments and emoji, and mention team members.

You can also:

5. Click Create.

If you have enabled the Submit Ticket option in your Knowledge Base, visitors can submit a support request directly from your help center.

Here’s how it works:

1. A visitor submits a ticket from your Knowledge Base.

2. A ticket is automatically created in your Inbox.

3. You can open the ticket and reply from your Inbox.

4. The visitor receives responses by email.

Use assignment, tags, and priority to organize tickets
These features help teams manage workloads and track different types of requests more efficiently.

• A valid email address is required
  To create and send a ticket, the visitor must have a valid email address. Without it, the ticket cannot be delivered.

• All ticket replies are synced in the Inbox
  When a ticket is created, both agents and the visitor can reply via email. Replies are automatically synced in the ticket thread in your Inbox.

Creating and responding to tickets
Assigning tickets
Setting ticket Priority
Tagging Tickets
The differences between Open, Pending, and Closed tickets
Helping other agents with Whispers
How to edit the Knowledge Base Ticket Form
Responding to offline messages via Ticketing
Adjusting mail notifications
Creating and managing shortcuts
Deploying multiple AI Agents across support channels
Using Smart Reply

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