Tickets and Conversations

What is a ticket?

A ticket is a support request from a customer. It has:

• A subject (derived from the email subject or chat opening message)
• A status: open, pending, resolved, or snoozed
• An assignee (an agent or unassigned)
• A channel (the inbox it came through)
• Tags for categorisation
• A customer record linked automatically by email address

Ticket lifecycle

Received → Open → (AI draft) → Agent reviews → Resolved

1. Received — Ticket0 ingests the email or chat message via webhook
2. Open — Ticket is visible in the inbox, waiting for action
3. AI draft — If AI drafting is enabled, a suggested reply is added automatically
4. Agent reviews — Agent edits the draft and sends, or writes from scratch
5. Resolved — Marked resolved, hidden from the main queue

Conversations

Each ticket has a single conversation thread — a chronological list of messages between the customer and your team. Messages can be:

• Inbound — from the customer
• Outbound — replies from agents or AI
• Internal notes — visible only to your team, never sent to the customer

Snoozing

Snooze a ticket to hide it until a future time. This is useful for "follow up in 3 days" scenarios. Snoozed tickets reopen automatically at the scheduled time.

Tags

Tags are free-form labels you can apply to tickets for filtering and reporting. They can be applied manually or by AI classification rules.