About support tickets

A ticket gives your team a place to track a customer problem that needs more work than you can finish in the conversation.

When to open one

Open a ticket when someone needs to investigate a problem, arrange a callback or follow up on a request. You can create one from a conversation. A bot or Journey can also open one at a step you choose.

When Qyra or a bot hands an issue to your team, you'll find it under Team escalations on the Inbox Overview even if no ticket was opened. Turn on Open a ticket on handoff in Bots → Workspace settings if you want a ticket opened with each handover. The issue stays with your team until you finish it, whether or not it has a ticket.

Find and work on tickets

Choose Inbox → Tickets to see tickets across the workspace. If you're working in one inbox, its Tickets tab shows only tickets raised from that inbox's conversations.

Each ticket has a number and subject. Open it to see its status, priority, assignee and replies. You can assign it to a teammate, change its status or priority, and add what you've done. A ticket raised from a conversation links back to that conversation.

Ticket replies don't go to the customer. Use Open conversation on the ticket to return to the thread and answer them there.

Requests to Qcom

Use My requests when you need help from Qcom. You'll find those requests there, separate from the customer tickets your team works on in the Inbox.

Who can see tickets

Anyone with Support read access can see tickets across the workspace, including tickets from inboxes they don't belong to. Creating, changing or replying to a ticket needs Support write access.

Related

• Open a ticket
• Work a ticket
• Why a ticket didn't appear or move
• About work that needs your team
• About My requests