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Inbox & Conversations
Tickets — Overview
Track support issues that need investigation or involve multiple people with a dedicated ticket system.
Tickets
Tickets are structured issue-tracking records for support problems that go beyond a simple conversation. They let you assign SLAs, set priority, link conversations, and track resolution across longer timeframes.
Ticket vs conversation
| Conversation | Ticket | |
|---|---|---|
| Best for | Real-time chat and email replies | Complex issues requiring investigation |
| Has SLA | Yes (via routing rules) | Yes (dedicated SLA policy per ticket) |
| Linked to | Contact | Contact + Conversation + SLA |
| Custom fields | No | Yes — configurable per workspace |
| Jira sync | No | Yes — auto-creates Jira issue |
Ticket fields
Every ticket has:
- Title and Description — editable inline
- Priority — Urgent / High / Medium / Low
- Status — Open / In Progress / Resolved / Closed
- Assigned agent — the agent responsible
- SLA policy — the SLA applied (sets slaDueAt automatically)
- Linked conversation — jump to the related inbox conversation
- Custom fields — any fields defined in Settings → Ticket Fields
- Jira key — shown as a badge once synced to Jira
Creating a ticket
Click New ticket in the Topbar (visible on the Tickets page or Inbox). Fill in the title, description, priority, SLA, and link a conversation if relevant.
SLA tracking
When an SLA policy is assigned, slaDueAt is calculated automatically. Tickets approaching their due time turn amber; breached tickets turn red. Agents receive an email warning 30 minutes before breach.