Tickets in the iPhone and Android app

Find your tickets

In the Inbox tab, the Inbox menu has 3 more folders while tickets are switched on: Tickets with every ticket you may see, Created by me with the tickets you created, and Trackers. Roles set to Only assigned to them do not get these folders.

Your other folders, such as Mine and All, then list conversations and tickets together. To see only one kind, open Filter and sort and pick a Type: All types, Conversations or Tickets.

A ticket's row shows a ticket icon, its title, and below it Ticket # with the number and the customer's name. A tracker's row has a Tracker chip instead of a name. When a ticket has one of your workspace's own statuses, the row shows that status's name. More about the list is in Find and sort conversations in the iPhone and Android app.

Open a ticket

Tap a ticket to open it. The header shows its title, Ticket # with the number and the customer, and its status. If your role may manage conversations, tap the title to rename the ticket and the status to change it. The same permission lets you edit the summary and the rows in Details. Swipe or tap between 2 tabs:

• Ticket: at the top, under Ticket details, who created it and when, its priority, category, team and assignee, From chat # with the chat's number, and its summary, which you change with the pencil next to it. Below that, Linked conversation shows the messages picked for the ticket and the newest messages of the chat, for reading, and Open full shows all of it. Then come the comments.
• Details: status, assignee, priority, team, category, labels and mute, the customer's contact info, their earlier conversations and their Other tickets.

Tap From chat # to open the chat itself. If you may not open that chat, you still read its messages for this ticket in Linked conversation. When the ticket has Jira issues and Jira is connected, a Linked issues card lists them with their status, and a tap opens the issue in Jira. You link issues on the web.

Create a ticket from a chat

1. Open the chat. Tap the arrow button left of the reply box and pick Create ticket. Or press and hold a message and pick Create ticket to start with only that message.
2. Step 1 of 2: pick the messages the ticket is about. From the menu, the messages since the chat was last resolved or made into a ticket are picked for you. All and None help, and a ticket takes at most 500 messages. Nothing is sent to the customer. Tap Next.
3. Step 2 of 2: write the Title (up to 200 characters) and a Summary, which only your team sees. Pick the Category (required when your workspace asks for one on every ticket), the priority, which starts at your workspace's default, and a team, a teammate or both. With a team picked, the teammate list shows its members, and Anyone in with the team's name leaves the ticket unassigned in that team's folder.
4. Tap Create ticket. You are back in the chat, where a bar says "Ticket #12 created." with Open ticket, and the chat shows a card that leads to the ticket.

Creating needs the role permission Manage conversations (assign, resolve, reopen), and your workspace needs tickets: they come with Enterprise, and an admin can switch them off under Settings > Tickets. Chats in spam cannot become a ticket. New tickets from the conversation list, and trackers, are created on the web. See Create a ticket from a chat.

Comments

The composer of a ticket writes an Internal comment by default, which only your team sees. Type @ to mention a teammate, add photos with the arrow button, and tap Add comment. Everyone who can open the ticket may comment. You can always delete your own comments. Other people's comments need the permission Delete other agents' private notes. With the permission to manage conversations, the arrow button also runs your macros, except those that would write to the customer.

Reply to the customer

If your role may manage conversations and the ticket's chat takes a reply, a switch above the composer offers Reply to customer next to Internal comment. It says where the reply goes, for example "Goes to the customer in chat #93 (WhatsApp)." Your reply reaches the customer in that chat, on its channel, and a resolved chat stays resolved. Next to the normal send you get:

• Send and resolve ticket: sends the reply and resolves the ticket.
• Send and wait: sends the reply and sets the ticket to Pending. When the customer writes in the chat, the ticket is open again and shows "The customer wrote in the linked chat". It is not offered when the customer's answer would start a new conversation instead.

When a teammate holds the ticket, Reply to customer shows a bar that says who, with Take over. Until you take it over, your reply is refused, but comments always work. A reply to a ticket nobody holds makes it yours. On WhatsApp, free text only reaches the customer within 24 hours of their last message. After that, send an approved template from the chat, or from the ticket in the web dashboard. See Reply to the customer from a ticket.

Status and category

Tap the status in the header, or Status in Details. Besides Open, Pending, Resolved and Snoozed, the list holds your workspace's own ticket statuses, each under the status it counts as. See Your own ticket statuses.

Category in Details lists your workspace's categories and No category. You change it while tickets are active in your plan and your role may manage conversations. Categories themselves are set up on the web.

SLA and Needs attention

• The SLA row in a ticket's Details shows only while an SLA policy applies to the ticket. While the clock stands still, for example because the ticket is Pending or in a status that pauses the SLA, the row says Paused.
• A row in the list shows Needs attention when a team has the conversation or ticket, nobody holds it, it is open or pending, it is not waiting in the queue and your AI bot is not answering it.

Trackers

The Trackers folder lists your trackers. Open one to see Affected customers, the chats and tickets linked to it, and tap one to open it. Linked items you may not open are counted. The app shows trackers for reading: creating trackers, linking chats and sending updates to the linked customers happen on the web. See Trackers: one problem, many customers.

Notifications about tickets

A push about a ticket opens the ticket. You get one when a ticket is created for you or reaches a team you are in, and, for tickets you created, when someone else comments or changes the status. Whether these send a push is set on the web under Settings > Notifications with New Ticket and Ticket Updated. The bell in the Inbox tab lists them too.

Frequently asked questions

Why don't I see the Tickets folders in the app?

Tickets come with Enterprise, and an admin can switch them off in the web dashboard under Settings > Tickets. Your role must also not be limited to Only assigned to them.

Why is Create ticket missing in the menu?

Your role needs the permission to manage conversations, your workspace needs tickets (they come with Enterprise, and an admin can switch them off under Settings > Tickets), and the chat must not be in spam. In a ticket itself there is no Create ticket.

Does the customer see my comments?

No. Comments are internal. Only Reply to customer reaches the customer.

Why can't I reply to the customer from a ticket?

Your role needs the permission to manage conversations, and the chat must still take a reply. A chat that was deleted, is in spam, is locked by your plan or whose customer is blocked takes none. If a teammate holds the ticket, tap Take over first.

What does Send and wait do?

It sends your reply and sets the ticket to Pending. As soon as the customer writes in the chat, the ticket is open again.

Can I use Copilot or translation in a ticket?

No. A ticket's composer has no AI help and no translation in the app. Use them in the chat.

Can I link chats to a tracker in the app?

No. The app shows trackers and their affected customers for reading. Link chats and send updates on the web.

Can I create a ticket from the Tickets folder in the app?

No. In the app you create a ticket from inside a chat. On the web, New ticket in the Tickets folder lets you pick the chat first, and New tracker makes a tracker, which has no customer.