Support Tickets Guide
Learn how to create, manage, and track customer support tickets with SLA monitoring and routing rules.
Overview
The Support Tickets system allows you to create, assign, track, and resolve customer support requests. Tickets can be created manually, automatically from conversations, or via integrations. The system includes SLA tracking, routing rules, and comprehensive analytics.
Key Features
Create Tickets
Create tickets manually or automatically from conversations. Set priority, assign to team members, and add tags.
Assignment & Routing
Assign tickets to team members manually or use routing rules to automatically assign based on keywords or intents.
SLA Tracking
Monitor response times and resolution times to ensure you meet your service level agreements.
Analytics
Track ticket volume, resolution rates, average response times, and team performance metrics.
Ticket Status & Priority
Status Options
- • Open: New ticket that needs attention
- • In Progress: Ticket is being worked on
- • Resolved: Issue has been resolved, awaiting customer confirmation
- • Closed: Ticket is fully resolved and closed
Priority Levels
- • Low: Non-urgent issues, can be handled during normal business hours
- • Normal: Standard support requests
- • High: Important issues that need prompt attention
- • Urgent: Critical issues requiring immediate response
💡 Pro Tips
- Set up routing rules to automatically assign tickets based on keywords or intents
- Use comments to keep a detailed history of ticket interactions
- Monitor SLA metrics regularly to ensure you're meeting response time goals
- Export ticket data for external analysis and reporting