Tickets
Ticket lifecycle from creation through assignment, escalation, resolution, and closure.
Lifecycle
OPEN→
IN PROGRESS→
PENDING→
ESCALATED→
RESOLVED→
CLOSED
How Tickets Are Created
Tickets are automatically created when:
- A visitor sends a message in the chat widget (when no agents are online)
- An email is sent to the entity's support address
- An agent creates one manually from the dashboard
Each ticket receives a unique number (e.g., TKT-001) and is assigned to the correct entity.
Ticket Properties
| Field | Type | Description |
|---|---|---|
| ticketNumber | string | Auto-generated unique identifier |
| subject | string | Short description of the issue |
| status | enum | Current lifecycle state |
| priority | enum | LOW, MEDIUM, HIGH, URGENT |
| category | string | Support category for routing |
| assignedTo | User | null | Agent assigned to handle the ticket |
| entityId | string | Entity this ticket belongs to |
Priority Levels
LOW
General questions
MEDIUM
Standard issues
HIGH
Blocking problems
URGENT
Critical incidents
Auto-assignment
Tickets can be auto-assigned to available agents based on round-robin or least-loaded routing. Configure this in Settings → Workflows.