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2. Tickets

This is the user interface to view and interact with incoming chats. 

Tickets/chats are grouped into 2 major categories:

  • INBOX – display all new and open tickets. Tickets are subdivided into below categories:
    • WORKING ON – open tickets that already have user attending to it.

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    • PENDING– new incoming tickets that have not been assigned to any user.


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  • RESOLVED – display all tickets that are closed/resolved:

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You may search the tickets (both open and closed) by keywords using the SEARCH function.

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All new incoming chats/tickets will be displayed on the “Pending” tab inside INBOX.

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  • Click on the “ACCEPT” button to accept the ticket and the full chat window will be opened as per the below screenshot.
  • The ticket will be moved from the “PENDING” tab to the “WORKING ON” tab.


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  • The user may chat with the contact and all chat will be displayed in the chat window.
  • If the “Sign” function is switched on, the user’s name will be displayed in the chat when the user replies to a customer.
  • As you can see from the screenshot below, if more than one user/staff attends to a ticket, the system will display more than one name in the chat history

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