Tickets
A shared helpdesk with a clock
Tickets from chat, from email, or by hand, with stages, priorities, and categories that carry SLA hours.
Support inside the workspace, so a ticket sits on the customer it came from, beside the deal, the contract and the conversations. Tickets come in from chat, from a mailbox, or by hand, and each one runs on a clock.
A ticket
- Stage
- From your pipeline: new, in progress, waiting on customer, resolved. Terminal stages stop the clock.
- Priority and assignee
- Who has it, and how urgent.
- Requester
- Linked to Records, so the customer’s history is one click away.
- Category
- Carries SLA hours, so the ticket reads as within, at risk, or breached.
Where tickets come from
- Website chat, after hours or on request.
- The support mailbox: inbound mail becomes a ticket with the thread.
- By hand, from a conversation or a record.
- From the assistant: open a ticket for this and assign it to Pat.
Replying
Reply from the ticket. Email tickets reply by email, on the same thread. Chat tickets mirror to Slack, and a reply there goes back to the visitor. Internal notes stay internal.
The clock
SLA hours per category, set in Support settings. A ticket at risk is a prompt. A breached one is a report line and a Slack alert. Stale tickets, ones nobody has touched, are announced too.
Around tickets
The parts of the workspace this one works with.
Support settings
Which channels open tickets on their own, the support mailbox, categories with SLA hours, and where stale tickets are announced.
Tickets arrive from chat, from a mailbox, or by hand. This tab decides which of those are automatic and what clock each ticket runs on.
Website chat
Live chat on your site, wired into the Inbox and the helpdesk. Identified visitors link to their record.
Visitor conversations land in the Inbox in real time, on a lane of their own. A visitor who shares an email links to their person record, so the chat sits on the same page as everything else you know about them. Turn on ticket creation and nothing is dropped after hours.
Slack
Slack threads in the Inbox, linked to people. Notifications to a channel. Tickets mirrored so the team can reply from either side.
Slack is three things here. Shared channels with customers become conversations in the Inbox. Notifications go to the channel you pick. And tickets mirror both ways, so the team replies from Slack and the customer hears back on the channel they wrote on.
Questions
Can customers see their tickets?+
They see the replies on the channel they wrote on. There is no portal to log in to.
Can a ticket become a deal?+
A request for more seats is a deal. Create it from the ticket and the two stay linked.
Can email tickets reply by email?+
Yes. A reply from the ticket goes out from the support mailbox, on the same thread.
Do chat tickets show in Slack?+
With a Slack destination set on website chat, the thread mirrors and a reply in Slack goes back to the visitor.
Can the assistant answer first?+
A routing rule can hand the first reply to the assistant with a skill, and a human takes over when it hands off.
Does it work with our existing chat tool?+
It replaces it. One widget, one inbox.
Does it replace Messaging?+
If the team lives in Slack, keep Slack and connect it. Messaging is there for teams that do not.
Can the assistant read Slack?+
The mirrored channels, yes, with your permissions. It can post to a channel too.
Try tickets on your own data
Connect your email, then open a person. Most of the product shows up on that one page once the mail is in.
More in Workspace
The sidebar, docs, tickets, settings and the desktop app.
Reorder, hide and group apps. Keep several named layouts and switch between them, each with its own theme.
Live co-editing, nesting, tables, maps, sharing outside, and an assistant that writes into them.
Users, roles, seats, permissions, branding, notifications, billing and custom domains.
Meeting recording, dictation, iMessage, native notifications, files on this computer, and the assistant running locally.