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Tickets

Quick Overview

The Tickets page is your main workspace for managing customer conversations. Here, you can view incoming chats, reply to customers, transfer conversations to teammates, and close finished tickets.

Finding Your Chats​

Chats are sorted into simple categories. Click through the tabs below to see each view:

Inbox > Working On: Chats that a staff member is already talking to.

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Searching for a Chat​

  • Click the Search box at the top.
  • Type a name or keyword and click the green Search button.
Pro Tip

Type # and the number (like #22) to find a specific chat ID.

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Answering a New Chat​

All new chats start in the Pending tab.

  1. Click the Pending tab.
  2. Find the chat you want to answer.
  3. Click the green Accept button.

This moves the chat to the Working On tab and opens the chat screen.

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Chatting with Customers​

Type your messages directly in this area to communicate with the customer.

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Buttons at the Top-Left of Chat​

  • Arrow (← Back): Go back to the main list.
  • Arrows (-⇄): Transfer the chat to another staff member.
  • Trash (🗑): Delete the chat.
  • Bubble (💬): Mark the chat as unread.

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How to Transfer a Chat​

If you need another person or team to handle the chat:

  1. Click the Transfer (-⇄) button at the top-left.
  2. Type the staff name in Transfer to.
  3. Choose the team/department in Queues.
  4. Click the green Transfer button.

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Giving a Chat Back​

If you accepted a chat by mistake or need someone else to take over:

  1. Click the Return button at the top-right.
Returning Chats

This puts the chat back in the Pending list for other available users to pick up.

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Closing a Chat​

When the conversation is finished:

  1. Click the green Resolve button at the top-right.

This closes the chat and moves it to the Resolved section.

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