Ticket module: A complete guide to managing support tickets efficiently

Managing customer support at scale requires structure, visibility, and efficiency. The Ticket module is designed to centralise all your support tickets, helping teams stay organised, respond faster, and deliver better customer experiences.

This guide walks you through the key features of the Ticket module, including ticket management, pipeline tracking, and automatic ticket reassignment.

What is ticket module?

The Ticket Module is a dedicated workspace where all your customer support tickets are managed in one place. It provides a structured pipeline to monitor ticket progress and tools to customise how your team interacts with tickets.

Key capabilities

• Centralised ticket management
• Customisable listing views
• Ticket export for reporting
• Structured pipeline tracking
• Automated ticket reassignment
• Ticket tracking via dashboard

Getting started with ticket creation

Enable automatic ticket creation

You can configure the system to create tickets for every new conversation session automatically.

Steps to enable:

1. Go to Settings > Customisation
2. Navigate to Conversation settings
3. Enable Ticket creation

Once enabled, the system will automatically generate a ticket whenever a new conversation starts, ensuring no interaction is missed.

2. Customise the ticket module

Customisation allows you to tailor the Ticket module to your business needs.

2.1. Configure custom fields

You can create custom fields to capture information that is specific to your business or support process. For example, you might want to track issue type, priority level, product category, or customer segment.

• You can define whether a field is mandatory or optional
• You can ensure important information is always captured before progressing a ticket
• You can standardise the data collected across all tickets

This helps you maintain consistency and improve the quality of your reporting and analysis.

2.2. Define ticket pipelines

You can structure your ticket lifecycle by creating pipelines that reflect how your support process works.

• You can create multiple pipelines for different use cases such as support, escalation, or onboarding
• Each pipeline can include multiple stages (up to 12 stages)
• You can map the journey of a ticket from creation to resolution

By doing this, you can clearly track where each ticket stands and quickly identify delays or bottlenecks in your process.

2.3. Customise default views

You can control how tickets are displayed in your listing screen by customising table views.

• You can choose which columns to display, such as ticket status, SLA details, sentiment, or assigned user
• You can create different views for different teams or roles
• You can save these views for quick and repeated access

This allows you to focus only on the information that matters most to you, improving efficiency and reducing clutter.

Steps to customise the module:

1. Go to Settings > Customisation
2. Select the Ticket module

Configure fields, pipelines, and views based on your needs

3. Set permissions and visibility

You can control who has access to tickets and what actions they can perform by configuring permissions and visibility.

Define profile permissions

• You can assign Read and Export permissions
• You can ensure that only authorised users can access or download ticket data

Configure visibility

You can set visibility as:

• Public: All users can access tickets
• Private: Only selected users can access tickets

This helps you protect sensitive information while still enabling collaboration where needed.

Steps to configure:

1. Go to Settings > Manage users > Profile/Permissions & Visibility
2. Define access for the Ticket module

How to use the ticket module

The ticket listing screen is where you will spend most of your time managing tickets.

Listing screen:

1. View your ticket list:

You can see all your tickets in a structured table that includes key details such as ticket ID, subject, status, and assigned user.

2. Search tickets easily:

You can quickly find tickets by searching using Ticket ID and Subject.

3. Filters:

You can apply quick or advanced filters to narrow down tickets based on: Status, Assigned user, SLA conditions, Pipeline stages, etc. 

4. Customise views:

You can also customise and save views so that you can return to them without reapplying filters each time. This helps you quickly identify high-priority or overdue tickets and take action.

Manage ticket details

When you open a ticket, you get a complete view of all relevant information in one place.

1. View ticket information

 You can access detailed data such as timestamps, assigned user, pipeline stage, and custom fields.

2. Track sentiment insights

After a ticket is closed, you can view AI-powered sentiment analysis. This helps you understand how the customer felt during the interaction and identify areas for improvement.

3. Take action on tickets

• You can close tickets once they are resolved
• You can view the full conversation linked to the ticket

This ensures that you always have full context when managing customer issues.

Monitor performance with dashboard

You can use the Ticket dashboard to gain insights into your support operations and team performance.

What you can track

• Ticket status distribution across stages
• SLA performance, including met and unmet cases
• Individual and team performance

With these insights, you can identify inefficiencies, improve processes, and ensure that your team meets service expectations.

How to access the ticket dashboard?

1. Go to “Dashboard”
2. Navigate “Tickets” and access the required details.

Enable ticket reassignment

To ensure continuous support, you can enable automatic ticket reassignment. For this 

Steps to enable

1. Go to Settings > Customisation
2. Navigate to User status
3. Create a user status or edit the user status
4. Enable Ticket reassignment.

Once enabled, tickets are automatically reassigned whenever the assigned user has chosen the specific user status, ensuring that your customers always receive timely responses.

Troubleshooting

1. Tickets are not being created automatically

• Check if ticket creation is enabled in conversation settings
• Ensure new conversations are being initiated

2. You cannot see the ticket module

• Verify that you have Message Module permission
• Contact your administrator if access is missing

3. You cannot access certain tickets

• You can only view tickets linked to conversations you have access to
• Review visibility and permission settings

4. Ticket reassignment is not working

• Ensure the feature is enabled
• Check user availability status

5. Dashboard data is not visible

• Confirm you have the required permissions
• Ensure there is sufficient ticket data

Frequently asked questions (FAQs)

1. Can you create tickets automatically?

Yes, you can enable automatic ticket creation for every new conversation session. You need to enable ticket creation by navigating to Settings > Customisation > Conversation > Ticket creation

2. Can you customise ticket fields?

Yes, you can create custom fields and decide whether they are mandatory or optional.

3. What permissions can you configure?

You can configure Read and Export permissions, along with Public or Private visibility.

4. Can you track team performance?

Yes, you can use the dashboard to monitor ticket status, SLA performance, and user productivity.

5. What insights can you see in ticket details?

You can view pipeline stages, ticket data, associated conversations, and sentiment analysis after closure.

Conclusion

With the Ticket module, you can take full control of your support operations. You can automate ticket creation, customise workflows, manage access, and gain valuable insights from your data.

By using these features effectively, you can reduce response times, improve team productivity, and deliver a more consistent and reliable customer support experience.