Tickets

Tickets track requests that need an owner, a stage and a record, such as bug reports, access requests or refunds. They live in the Support inbox alongside conversations, and customers can follow them from the widget.

Tickets

• Ticket types with their own fields
• Ticket statuses mapped to stages the customer can see
• Convert a conversation into a ticket, with Copilot filling in the fields from the thread
• Watch or mute a ticket, and view its full activity log
• Create or link an issue in a connected issue tracker, and update every linked customer when that issue moves
• Ticket intake forms sent inside a conversation and filled in by the customer as a card
• Lifecycle and SLA emails that thread correctly, with replies accepted by email
• Create tickets, reply, add notes and link them through the REST API and MCP

Tickets in the widget

• Tickets tab listing each customer's open requests
• Customers reply to a ticket or open a new one from the widget
• Launcher badge when a ticket moves to a new stage
• Recent tickets on the widget Home tab

Improvements

• Back-office tickets stay attached to their conversation, with a choice of whether notes are shared back to it
• One satisfaction rating request per conversation and ticket pair, instead of two
• Webhook events for ticket replies and ticket notes

Availability: Turn on Support in Settings > General, then set up types and stages in Settings > Support > Ticket types and Settings > Support > Ticket statuses. Add the Tickets tab in Settings > Widget.