Tickets and knowledge

Tickets give each support request a number, a priority, a person responsible and a promised time for the first reply and for the solution, so nothing is forgotten. Knowledge articles hold what your company wants customers to know: the AI agent answers from them, and you can publish them as a public help center.

Before you start

• Tickets are available when your plan includes Tickets with promised times. Knowledge articles are available when it includes Knowledge articles.
• Members, administrators and owners can create and work on tickets. Viewers can read them. Only owners and administrators can change the promised times, publish the help center and write knowledge articles.
• Open tickets from Home (Tickets) or from the Conversations page (Tickets). Knowledge is under Conversations, Knowledge.

Create a ticket

From the ticket list:

1. Open Tickets.
2. At the bottom, fill the Subject (up to 200 characters), choose the Priority and, if you like, the person in Assigned to.
3. Select Create ticket.

From a conversation, so the ticket is linked to the customer and the conversation:

1. Open the conversation.
2. Fill Subject in the ticket box and select Create ticket.

A ticket made from a conversation has normal priority, belongs to that conversation's contact, and goes to the person the conversation is assigned to. Each ticket gets the next number in your company: #1, #2 and so on.

Work on a ticket

Open a ticket to see its status, priority and promised times: First reply by and Solve by, in UTC. A Late badge shows when a promise was missed.

1. Change the Status, Priority or Assigned to, then select Save.
2. Add a note for the team under Team notes and select Add note. Notes are up to 4,000 characters, and only your team sees them.
3. Use Open conversation to reply to the customer. The reply to the customer always goes in the conversation, never in the ticket.

The first reply counts as done the first time a ticket moves to Waiting for customer, Solved or Closed. The page then shows Answered.

Find tickets

At the top of Tickets, choose a Status, tick Assigned to me or Late only, and select Apply. The list shows 25 tickets a page, the ones whose first reply is due soonest first.

Promised times

Owners and administrators set the promised hours for each priority under Tickets, Support settings:

First reply can be 1 to 720 hours, and solve 1 to 2,160 hours. The times are counted in continuous hours from when the ticket was created, including nights, weekends and holidays. Changing a ticket's priority recalculates its times from its creation. Changing the settings affects new tickets and tickets whose priority changes.

The person a ticket is assigned to is notified once, from an hour before the first reply is due, while the ticket is still Open and unanswered. See Notifications.

Knowledge articles

1. Open Conversations, then Knowledge.
2. Fill Title (up to 160 characters) and Text (up to 20,000 characters).
3. Choose the Status: Draft or Published.
4. Choose Who can see it: Customers or Team only.
5. Select Add article.

Select Edit to change an article, and Archive to take it away. Archived articles leave the list and can't be brought back from it. Everyone in the company can read the articles.

The AI agent answers customers only from articles that are both Published and for Customers. See AI agent.

The public help center

Your company can publish its customer articles as a public page, with a simple search.

1. Open Tickets, then Support settings.
2. Tick Publish the public help center and select Save.
3. The page shows the address of your help center. Share it with your customers.

The help center needs both Tickets with promised times and Knowledge articles in your plan. It shows only articles that are Published and for Customers, never drafts or team-only articles, as plain text. It lists up to 100 articles, and the search looks in titles and text. Visitors don't sign in, and the page sets no tracking. If you turn it off, or your company is suspended, the address shows "not found".

Good to know

• Business hours and holidays are not taken into account in the promised times.
• Customers can't follow their ticket themselves, and incoming email doesn't create tickets.
• When a contact's data is erased, their tickets' subjects are erased too. A contact's data download includes their tickets and notes. See Data and privacy.

Troubleshooting

I can't change the status of a ticket. Viewers can only read tickets. Ask an owner or administrator for a member role.

The help center address says not found. Check that Publish the public help center is ticked and that your plan includes both features. If the page opens but is empty, publish at least one article for Customers.

Someone changed the ticket while I was editing it. Your change was not saved. Reload the ticket and make it again.