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Tickets

Every customer issue tracked, owned and solved

Refunds, complaints and problems that need more than one reply become tickets with a reference number, a priority, an owner and SLA timers. Customers get their ticket number and status updates on email and WhatsApp, and nothing is forgotten after the chat ends.

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Screenshot

PageTickets

ShowsThe Tickets page with the views on the left (My open tickets, Unassigned, All open, SLA breached, Due soon), and the ticket list with reference numbers, subjects, priorities, assignees and the SLA column showing time left and overdue.

File: screenshots/tickets-hero.png

Tickets from anywhere

Create them from inbox conversations, a public support form, your support email or by hand.

SLA targets

First response and resolution targets per priority, with alerts before and when they're missed.

Customers kept informed

Ticket numbers and status updates by email and WhatsApp, in Arabic or English.

Built for teamwork

Assignees, teams, internal notes, custom fields, saved views and bulk updates.

From conversation to ticket

Turn a chat into a tracked case in one click

When a WhatsApp or Instagram conversation needs follow-up, create a ticket from the inbox. Your team replies on the ticket and the answer reaches the customer through the same channel. One conversation can lead to several tickets, and Open in inbox always takes you back to it.

  • Unique reference numbers such as TK-00042
  • Four priorities and five types to sort the work
  • Reply, add internal notes and set a new status in one action
Creating and working on tickets

Screenshot

PageInbox > conversation > Create ticket

ShowsA WhatsApp conversation with the Create ticket from conversation dialog open, showing "Replies go through its channel", the subject, type, priority, assignee and team fields.

File: screenshots/tickets-conversation.png

Support form and email

Let customers reach you without starting a chat

Share a public support form in Arabic and English on your website, help pages or a QR code, and forward your support mailbox to Resool. Every request becomes a ticket linked to the right contact, and email replies thread back into the same ticket.

  • Branded support form with built-in bot protection
  • Email to ticket that keeps the whole thread together
  • Confirmation email with the ticket number
Support form and email to ticket

Screenshot

PagePublic support form

ShowsThe Contact support form with the workspace logo and intro, the name, email, topic, subject and How can we help? fields, the Send request button and the English / Arabic switch.

File: screenshots/tickets-form.png

SLA policies

Meet your promises, and know when you won't

Set first response and resolution targets for each priority, and decide which tickets each policy covers by type, source or client. Every ticket shows its timer, and the right people are alerted 30 minutes before a target is due and again if it's missed.

  • Separate policies for VIP clients or incidents
  • SLA breached and Due soon views
  • SLA compliance and each agent's work in the Tickets report
Set up SLA policies

Screenshot

PageSettings > Tickets > SLA policies > New policy

ShowsThe SLA policy editor with first response and resolution targets for Urgent, High, Normal and Low, and the Applies to options for types, sources and clients.

File: screenshots/tickets-sla.png

Customer updates

Customers always know where their request stands

Send the ticket number when a request is registered and an update whenever its status changes, by email and on WhatsApp. Write the messages in Arabic and English with the customer's name, the ticket number and the status, and Resool sends an approved template when the WhatsApp window is closed.

  • WhatsApp messages for registered, status changed and solved
  • Email updates that thread replies back into the ticket
  • Every WhatsApp update logged as a note on the ticket
Ticket notifications

Screenshot

PageSettings > Tickets > WhatsApp notifications

ShowsThe WhatsApp notifications settings with Notify customers on WhatsApp on, a WhatsApp channel selected, the three message texts in English and Arabic with placeholders, and the template picker for outside the 24-hour window.

File: screenshots/tickets-notifications.png

Start solving tickets today

  1. 1

    Choose how customers reach you

    Turn on the support form, email to ticket and customer notifications in Settings.

  2. 2

    Set your targets

    Create SLA policies for each priority and the tickets they cover.

  3. 3

    Work as a team

    Assign, reply, add notes and track every ticket to solved.

Learn more in the Help Center

Tickets OverviewLearn how Resool tickets track customer issues from conversations, a support form and email, with priorities, SLA timers and saved views.Creating and Working on TicketsCreate tickets from the Tickets page or a conversation, then filter, assign, reply, add notes, change status and save views to work through them.SLA PoliciesSet first response and resolution targets per ticket priority, choose which tickets each SLA policy covers, and track timers, warnings and breaches.Ticket NotificationsKeep customers updated on their tickets by email and WhatsApp, and alert your team about assigned tickets and SLA deadlines.

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Team Inbox

Every channel in one shared inbox

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Contacts & CRM

One profile for every customer

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WhatsApp

Official WhatsApp Business API for teams

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Frequently asked questions

Which plans include Tickets?
Tickets are included on every plan: Starter, Growth and Scale. See pricing.
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.
Can customers see their tickets?
Customers don't log in to a portal. They get the ticket number when it's created and an update every time its status changes, by email and, if you turn it on, WhatsApp.
Do SLA timers follow business hours?
No. SLA timers run around the clock, including nights and weekends, and setting a ticket to Pending or On hold doesn't pause them. Set your targets with that in mind.
Does an AI Agent's reply count as the first response?
No. The first response target is met when a teammate replies to the customer.

Make sure no customer issue slips through

Start your free trial and create your first ticket from a conversation.

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