Tickets and SLAs

If your workspace is in support mode, conversations produce tickets rather than deals.

(You choose the mode in workspace settings — see Workspace settings.)

Creating a ticket

Capture a message as a ticket and it's created attached to that contact and conversation. The agent who picks it up gets the full history, not a summary someone typed into a form.

Tickets can also be created automatically for a conversation — useful when every inbound message on a particular number should become a tracked issue.

Stages

Define your own stages to match how your team works — new, in progress, waiting on customer, resolved, whatever fits. Move tickets between them from the board or from the ticket itself.

SLAs

Set response and resolution targets in Settings → SLAs. Tickets approaching or breaching their target surface as SLA at risk on the dashboard, and can raise an alert.

The point is that an SLA should tell someone before it's missed. A target nobody is told about is just a number in a settings page.

Priority

Chats can carry a priority level (P0, P1, P2 — you define them) shown as a coloured marker in the conversation list, so the urgent ones are visible without opening anything.

Linking a message to an existing ticket

When a customer replies to something already being worked, you can link the new message to the existing ticket rather than opening a duplicate.

Resolved tickets

Resolving a ticket keeps it on record with its full conversation attached. The dashboard counts resolved tickets so you can see throughput, not just backlog.