Tickets
What it is
Tickets is BotBat's built-in support ticketing system that lets your team create, assign, and resolve structured work items with full lifecycle tracking. Every ticket carries a subject, description, priority level, category, and assignee, and moves through a defined set of statuses: Open, In-Progress, Resolved, and Closed. SLA tracking is built in, so your team can monitor whether resolution targets are being met at a glance.
Tickets can originate from two places. They can be created manually for internal tasks (such as "Investigate delivery failures for campaign X" or "Update the FAQ chatbot"), or they can be created directly from a customer conversation in the Inbox, automatically linking the ticket to the chat context. This dual-origin approach ensures that customer issues and internal operational work live in the same system with the same tracking and accountability.
The ticketing module also supports comments, internal notes (visible only to authorized agents), and CSV/JSON export for management reporting, compliance audits, and trend analysis. When combined with SLA configuration in Settings, the system provides color-coded indicators (green, yellow, red) that make it easy to spot tickets approaching or breaching their resolution targets.
When to use
| Scenario | Why Tickets helps |
|---|---|
| Escalating a conversation to a ticket | When a chat requires follow-up beyond a single reply (refund requests, technical investigations), convert it into a ticket to track it through to resolution. |
| Creating internal tasks | Use tickets for internal work items so nothing falls through the cracks. Each task gets an owner, a priority, and a deadline. |
| Tracking SLA compliance | Assign priority levels (low, medium, high, urgent) and monitor whether tickets are resolved within the SLA targets configured for each priority. |
| Collaborating on a resolution | Use comments for team-visible updates and internal notes for sensitive information restricted to specific roles. |
| Reporting and exporting | Export ticket data for management dashboards, compliance audits, or analysis of common issue categories over time. |
Steps
1. Open Tickets
Navigate to Account > Tickets in the sidebar. The ticket list view displays all tickets with sortable columns for subject, priority, status, assignee, creation date, and SLA indicator. Use the search bar at the top to find tickets by subject or ID.
2. Create a ticket manually
Click Create Ticket. Fill in the subject line (a short, descriptive title), a detailed description of the issue or task, select a priority (low, medium, high, or urgent), choose a category from your configured taxonomy, and assign the ticket to a specific agent or team. Click Save to create the ticket in Open status.
3. Create a ticket from a conversation
Inside any Inbox conversation, click the Create Ticket action in the toolbar. The ticket is automatically linked to the conversation, and context from the chat (customer name, channel, recent messages) is pre-filled into the description. This saves time and ensures the agent working the ticket has full context without switching between screens.
4. Assign or reassign a ticket
Open a ticket and use the Assignee dropdown to assign it to a specific agent or team. If the ticket requires a different skill set or the original assignee is unavailable, reassign it at any time. Assignment changes are logged in the ticket timeline for full auditability.
5. Update ticket status
Move the ticket through its lifecycle using the status selector in the ticket detail view. The four statuses are:
| Status | Meaning |
|---|---|
| Open | Newly created, not yet being worked on. |
| In-Progress | An agent is actively working on the issue. |
| Resolved | A fix or response has been applied, awaiting confirmation. |
| Closed | The issue is fully completed and no further action is needed. |
6. Add comments and internal notes
In the ticket detail view, use the Comment tab to post updates visible to all team members on the ticket. For sensitive information (customer PII, financial details, escalation notes), use the Internal Note option, which restricts visibility to agents with the appropriate permissions.
7. Monitor SLA
The ticket list and detail views display SLA indicators using a color-coded system. Green means the ticket is within its target resolution time, yellow means it is approaching the SLA breach threshold, and red means the SLA has been breached. Use the filter bar to show only yellow or red tickets when you need to prioritize urgent items.
8. Export tickets
Click Export above the ticket list. Select the date range, apply any status or category filters, and choose your format (CSV or JSON). The export includes all ticket fields, comments, internal notes, status transition history, and SLA data.
Common pitfalls
| Pitfall | How to avoid it |
|---|---|
| Not configuring SLA targets | Without SLA targets set for each priority level in Settings, the SLA indicators have no baseline. Configure these before your team starts creating tickets. |
| Leaving tickets in "Open" indefinitely | Tickets that sit in Open without transitioning to In-Progress skew response time metrics and may breach SLA silently. Review the Open queue daily. |
| Using comments for sensitive information | Comments are visible to everyone on the ticket. Use internal notes for restricted information. |
| Creating duplicate tickets from the same conversation | Check whether a ticket already exists for a conversation before creating a new one. Duplicates split context and cause confusion. |
| Inconsistent category usage | Inconsistent categories make trend analysis impossible. Agree on a category taxonomy with your team and document it in your internal wiki. |
Set up a daily or weekly ticket review ritual where the team lead filters by SLA status "approaching breach" and reassigns or re-prioritizes those tickets. This prevents SLA violations before they happen and keeps your resolution metrics healthy.
- Tickets Overview
- Create a Ticket
- Ticket Detail
- SLA Monitoring
- Export Tickets