Tickets Overview
Tickets let your team track customer issues that take more than one reply to solve: a refund, a bug, a complaint or a request that needs follow-up. Each ticket has a reference number, a status, a priority, an owner and SLA timers, so nothing is forgotten after the chat ends. Resool creates tickets from conversations, a public support form and email, and you can open one by hand at any time.
What you can do with tickets
- Turn a conversation into a ticket from the Inbox. Replies on the ticket go back through the same channel (WhatsApp, Instagram, live chat and so on).
- Receive tickets from outside the Inbox through a public support form and an email address that turns messages into tickets.
- Prioritize and route with four priorities, five types, an assignee and a team.
- Track response and resolution times with SLA policies. Tickets show a timer, and the team is alerted before and when a target is missed.
- Keep the customer informed by email and WhatsApp when the ticket is registered and when its status changes. See Ticket notifications.
- Work as a team with internal notes, tags, attachments, custom ticket fields, saved views and bulk actions.
- Measure ticket volume, SLA compliance and each agent's work in the Tickets report.
Tickets (left menu › Work › Tickets)
The tickets list on the "All open" view with several tickets of different priorities, the Reference, Subject, Status, Priority, Assignee and SLA columns, and an SLA badge showing time left on one row and "overdue" on another.
File: screenshots/tickets-overview-list.png
Before you begin
Workspace settings for tickets (SLA policies, the support form, email to ticket and customer notifications) can be changed by Owners and Admins in Settings › Tickets.
Where tickets come from
Every ticket records its source, shown at the top of the ticket and usable as the Channel filter:
| Source | How the ticket is created |
|---|---|
| Conversation | An agent clicks Create ticket on a conversation in the Inbox. |
| Support form | A customer submits your public support form. |
| A customer emails your support address (email to ticket). | |
| Created by team | A teammate clicks New ticket on the Tickets page. |
Tickets from the support form or email are linked to a contact found by email address, or to a new contact created for them.
Ticket statuses, priorities and types
Statuses
- Open: someone on your team needs to act.
- Pending: you're waiting on the customer.
- On hold: you're waiting on something else, such as another team or a supplier.
- Solved: the issue is fixed. When the customer writes again (by email or in the linked conversation), a solved ticket opens again.
- Closed: the ticket is finished. A closed ticket can't be reopened or replied to.
Priorities: Low, Normal, High and Urgent. The priority decides which SLA targets apply.
Types: Question, Problem, Incident, Request and Task. Use them to sort work and to target SLA policies.
Reference numbers
Each ticket gets a reference that is unique in your workspace, for example TK-00042. You can search by it, copy it from the ticket page and share it with the customer. Customer notifications include it automatically. If your team doesn't need it, an admin can hide the reference in Settings › Tickets under Ticket fields.
Ticket views
The left side of the Tickets page lists built-in views:
- My open tickets: open, pending and on-hold tickets assigned to you.
- Unassigned: open, pending and on-hold tickets nobody owns.
- All open: every ticket that isn't solved or closed.
- SLA breached: tickets that missed a response or resolution target.
- Due soon: tickets with a target due within 30 minutes.
- All tickets: everything, including solved and closed.
You can filter any view and save it as your own view, or share it with the team. See Creating and working on tickets.
Tickets › open any ticket
A ticket page with the status, SLA and type badges at the top, the conversation history in the middle, the reply box with Reply / Internal note, and the right column with Ticket details, SLA timers, Customer and Linked to cards.
File: screenshots/tickets-overview-ticket-page.png
Tickets in the Inbox
Open a conversation and select the Tickets tab in the right-hand panel to see the tickets linked to that conversation and create a new one. From a ticket, Open in inbox takes you back to the conversation.
FAQ and troubleshooting
What's the difference between a conversation and a ticket?
A conversation is the message thread with a customer on a channel. A ticket is a tracked piece of work with a status, priority, owner and SLA. One conversation can lead to several tickets, and a ticket can exist without a conversation (from the support form, email or created by the team).
Can customers see their tickets?
Customers don't log in to see tickets. They get the ticket number when it's created and updates when its status changes, by email and, if you turn it on, WhatsApp.
Why can't I see the Tickets page?
What you can do:
- Ask an admin to check that your role has See tickets in
Settings › Roles. - Tickets are under Work in the left menu. On mobile, look under More.
Do deleted tickets count in reports?
No. Deleted tickets disappear from lists and reports.