Most support problems end in the chat. Some don't: the fix needs an engineer, a refund needs approval, or the customer has to come back tomorrow. That's where context usually gets lost — someone pastes half the conversation into another tool, and the screenshots stay behind in the chat.
In coview, a conversation that needs more time becomes a ticket, and the ticket keeps what happened.
Moving a chat to a ticket
In the conversation, choose Move to turn it into a ticket. It gets a number (the first one in a workspace is #1001), a status, a priority and a type, and it stays linked to the customer and their sessions.
The statuses follow how support work actually moves:
| Status | Means |
|---|---|
| Open | Someone on your team needs to act. |
| Pending | Waiting on the customer. |
| On hold | Waiting on someone else — engineering, a vendor. |
| Solved | Done, and the customer has been told. |
| Closed | Finished for good. |
The evidence travels with it
A ticket keeps the recording of the customer's session and the moment the problem was reported, so the console plays it from just before. The errors and failed requests sit on that recording's timeline, next to the clicks that caused them. Whoever picks the ticket up — today or next week — watches what happened instead of reading someone's summary of it.
Customers can also report a problem from the chat widget themselves. Their report becomes a ticket with the page they were on and their session already attached.
Response targets that respect your hours
Each priority — low, normal, high, urgent — can have two targets: a first reply and a resolution. If you set business hours, the clock only runs while you're open, so a ticket that arrives on Friday evening isn't overdue by Saturday morning. Each ticket shows its targets as met, due or missed.
Trackers: solve once, tell everyone
When ten customers hit the same bug — often the one behind your rage clicks — you have ten tickets and one problem. A tracker groups the tickets of one underlying problem. When the fix ships, you solve the tracker — and every customer on it hears back.
The fastest follow-up is the one where nobody has to ask the customer to explain it again.
Tickets with the session attached are on every plan. Response targets, ticket types and trackers come with Growth and up — see every plan compared.
Want to see a ticket keep its evidence on your own site? Book a demo or start free.
We build coview: session replay, co-browsing, chat and calls for support teams. Questions about a post? Ask us from the contact page.