Support: working a ticket
The ticket panel: who wrote, the whole conversation with delivery states, replies as a direct message or a public or private comment reply, notes, assignment, merge, split and links.
Press a ticket in Requests → Tickets (/app/requests/tickets). The panel shows, from top to bottom:
Status line
The status, the priority, the sentiment (Negative, Neutral, Positive), the channel, where it came from, Escalated when an escalation rule raised it, and the response time (Reply due in …, Overdue by … or Answered).
Who wrote (the sender card)
The name, the handle with a link to the public profile where the platform has one, the phone or e-mail when known, Writes in with the customer's language, Open the contact record, Earlier tickets (press one to open it) and links to the person's conversations in the Inbox. Both list only what you can open in the Inbox: a conversation in another agent's own mailbox, and a ticket that came from one, are left out unless that conversation was handed to you.
Below it: the subject, the customer's words, when it was opened, the kind of message (Complaint, Support request…), how often it was reopened, Open the comment or post for a comment or review, and the satisfaction score once the customer has answered the survey.
Work on this ticket
- Status — Move to: In progress, Waiting on customer, Resolved or Closed. With Tell the customer when the status changes on, the customer is told in their language.
- Priority, Assigned to and Category — changed at once and recorded on the timeline.
- Tags — separate them with commas and press Save.
- Link to an order or booking — an order or a booking from the same chat.
- Merge into another ticket — search for the ticket this one belongs to and press Merge into this one: the messages and notes move there and this ticket closes, saying where it went.
- Split messages off — tick the customer's messages that are a different matter, write Subject of the new ticket and press Split [n] messages into a new ticket: a new ticket opens for the same customer.
Conversation
Every message of the ticket, from the direct message and the comment thread alike, with each outgoing message's state (Sent, Delivered, Read, Not delivered and why, in words: for a disconnected channel Not sent: this channel is disconnected. Reconnect it on Accounts, then send the message again from the Inbox. with a Reconnect link to Accounts). Write in the reply box and choose Reply as:
- Direct message — in a chat (WhatsApp, Messenger, Instagram, Telegram, website chat, e-mail).
- Public reply under the comment — everyone can see it; never write personal details in it.
- Private reply to the person — Facebook and Instagram comments: one private message to the person who commented (Meta allows it within 7 days of the comment).
Press Send message, Reply publicly or Send private reply. Your first reply counts as the first response and moves a New ticket to In progress. On WhatsApp, Messenger and Instagram a message more than 24 hours after the customer last wrote is refused; the panel says so before you send.
Internal note
Write the note, tap colleagues under Tell a colleague (@mention) and press Add note. The customer never sees notes; the colleagues you tapped are notified.
The Timeline at the bottom records everything: who opened the ticket, the automatic acknowledgement, every change and who made it, replies, notes, escalations, merges, splits and the satisfaction score.