Tickets, priorities and response targets

A chat that needs follow-up becomes a ticket: it gets a number, a status, a priority, a type and response targets, and it keeps the session that shows what happened, so nobody has to ask the customer for screenshots. Seeing tickets needs the See tickets permission; opening and changing them needs Create, update and solve tickets.

Where tickets come from

• A chat. In the inbox, click Move on the conversation.
• The widget. A customer clicks Report a problem. See Customers reporting a problem.
• Your own systems. Through the REST API.

Turn a chat into a ticket

1. Open the conversation in the Inbox and click Move.
2. Check the Subject (it starts with the last message), and pick a Priority and a Type.
3. Click Open ticket.

The conversation moves to Tickets with its messages and the visitor's recording from that visit. Tickets are numbered from #1001.

Statuses

Status	Means
Open	Your team owes the next step.
Pending	Waiting on the customer.
On hold	Waiting on someone else, such as engineering or a vendor.
Solved	Done. A reply from the customer opens it again.
Closed	Done for good.

A message from the customer on a Pending or Solved ticket moves it back to Open. Customers see their tickets in the widget's Tickets tab, where Pending reads "Waiting on you" and On hold reads "In progress".

The Tickets page

Tabs across the top filter by status, with counts: Open, Pending, On hold, Solved and All. Narrow the list with Search subjects, the assignee (Mine, Unassigned or a teammate), the priority, the type, and Due (Due today or Late). A film icon marks tickets with a session attached.

Work a ticket

A ticket's page has:

• What happened: the attached session, with its length, pages and rage clicks. Watch it plays the recording.
• Conversation: write a Reply to the customer or an Internal note for your team. Replies reach the customer the same way chat replies do: in the widget, and by email when they've left your site.
• Details: status, priority, type, assignee and tags (up to 10).
• Response targets: time left for the first response and the resolution, or Met, or Late.
• Tracker: link the ticket to a tracker. See Trackers.
• Customer: who they are, and whether they're on your site now.

At the top, Solve marks the ticket solved and Reopen brings it back. While the customer is on your site, Request control there lets you help on their screen.

Response targets and business hours

Each priority has two targets: the first response and the resolution, counted from when the ticket opened. The defaults:

Priority	First response within	Solved within
Urgent	15 minutes	4 hours
High	1 hour	8 hours
Normal	4 hours	24 hours
Low	8 hours	3 days

To change them:

1. Open Settings › Tickets & targets.
2. Under Response targets, enter durations such as 15m, 1h 30m or 3d.
3. Under Business hours, switch on Count only business hours, pick the time zone and set each day's hours. Targets then count only those hours: a ticket that comes in on Friday evening is due on Monday. Off, targets run around the clock.
4. Under Ticket types, list your types, one per line, up to 20. The defaults are Question, Bug, Billing and Feature request.
5. Click Save.

New targets apply to tickets opened or given a new priority from then on. Changing a ticket's priority recalculates its targets from when it opened. Saving these settings needs the Workspace settings permission and the Growth plan or higher.