Tickets. Every chat your team follows up on, with a code to quote.
A conversation handed to your team becomes a ticket with a code such as SB-7K4Q9M. Assign it, set a priority, tag it, leave internal notes, and work every chatbot's tickets from one page.
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When a ticket opens
A ticket is a conversation your team needs to follow up on. It keeps the whole conversation, on any channel, and adds a code, an assignee, a priority, tags and internal notes. A conversation opens a ticket when:
- The agent hands it to your team, for any of the reasons in Handover and inbox, including a customer who says yes when the agent offers to put them in touch with your team.
- The visitor asks for a ticket ("can you raise a ticket for this?"). The agent checks that they want one for their own issue: "How do I create a ticket for my event?" is a question about your business and gets an answer. A real request is handed to your team like any other handover.
- A teammate chooses Take over on a conversation in Analyze → Conversations.
- A teammate chooses Open ticket on a conversation that needs follow-up, even one the agent is still answering. The teammate becomes its assignee if nobody else is.
A conversation has one ticket. If it is handed over again later, it keeps the same code. Chats from the test chat in Optimize open tickets too, marked Test.
With Autonomous mode on (Optimize → Safety net), the agent never hands over, so handovers do not open tickets. A visitor who asks for a ticket still gets one: it opens in your inbox and the agent keeps answering.
Ticket codes
Every ticket has a code such as SB-7K4Q9M: SB- followed by six letters and digits. Codes are random and unique across all SimplyBoost accounts, so a code never belongs to two tickets and says nothing about how many tickets you get. They leave out 0, O, 1 and I, so a customer can read one out over the phone or type it from an email without mistakes.
Search for a code on the Tickets page or in Conversations, in any case and with or without "SB-": SB-7K4Q9M, sb-7k4q9m and 7K4Q9M all find the same ticket.
Codes replace the numbers tickets used to have (#1001, #1002 and so on, counted per account). Tickets opened before the change have a code as well.
Give the visitor their ticket code
- 1Open Train → Optimize → Handover and leads.
- 2Under Safety net, in the Handover group, switch on Ticket numbers.
It is off by default, and set per agent. With it off, tickets still open in your inbox; visitors are just not told the code. With it on, the reply that confirms the handover ends with the code:
Your ticket number is SB-7K4Q9M.The sentence has Dutch, German, French, Spanish and Italian versions, used when the reply it ends is in the visitor's language: in autonomous mode and while your plan has paused replies. Other handover replies are in English, and so is their ticket sentence.
When the visitor has given an email address in the conversation, they also get one receipt email for the ticket, with the code and the name of your agent. If they give their email only after the ticket opened, the receipt goes out then. The email always has the same fixed text and never repeats anything the visitor typed, because an email address typed into a chat is not verified. An address gets at most 3 receipts a day.
The Tickets page
Analyze → Tickets lists the tickets of every chatbot in your account that you have access to.
- Views: All open, Assigned to me, Unassigned and Overdue, each with the number of open tickets in it.
- Status: Open, Resolved or All.
- Search by ticket code, the visitor's name or email, or their first message.
- Filter by priority, tag and, with more than one chatbot, chatbot.
- Sort by Newest first, Oldest first, Priority (urgent first) or Latest activity.
- Assign in bulk: tick tickets, choose Assign to… and pick a teammate or Unassigned.
Each row shows the code, the visitor's first message, who they are and the channel, the status, assignee, priority, tags and when the ticket opened. Click the message to open the conversation in Conversations.
| Status | Means |
|---|---|
| With team | Your team is handling the conversation; the agent is quiet. |
| With bot | The ticket is open, but the agent is answering the conversation. |
| Resolved | The conversation was marked resolved. |
| Overdue | A handover is still open past its response target (see Handover and inbox). |
| Test | The chat came from the test chat in Optimize. |
Assign, prioritise and tag
Open a ticket in Analyze → Conversations. The ticket row under the conversation's header shows its code with three controls:
| Control | What it does |
|---|---|
| Assignee | Any member of your team, or Unassigned. Owners, Editors and Agents can all work tickets. |
| Priority | No priority (the default), Low, Normal, High or Urgent. Urgent and High show in the conversation list. |
| Tags | Labels such as "refund" or "VIP", 1 to 40 characters. Tags are shared across your account: type one that exists, in any case, and the existing tag is used. Up to 10 tags per ticket and 100 per account. |
In Conversations, Filters adds Show (All conversations, Assigned to me, Unassigned tickets or Overdue) and Tag. The search box also finds ticket codes and tags.
Internal notes
Switch the reply box to Internal note to write something only your team sees: what you checked, who you asked, what happens next. Notes appear in the conversation in time order, marked as notes, with the author's name. Up to 4,000 characters each.
Notes are kept apart from the conversation's messages. They are never sent to the visitor, never read by the AI, and never included in emails or exports. You can write a note in any conversation, also when the agent is answering it; replying to the visitor still needs the conversation to be with your team.
Resolve or hand back
- Resolve closes the ticket and the handover, so the response-target clock stops.
- Resume bot hands the conversation back to the agent and closes the handover. The ticket stays open as With bot until it is resolved.
- Reopen opens a resolved conversation again, and its ticket with it.
A handover nobody replies to returns to the agent after the Auto-resume time (24 hours by default) when the visitor writes again. A conversation the agent is answering, ticket or not, is resolved automatically after 24 hours without messages.
Turn tickets off
Tickets are on for every account. The account owner can turn them off in Settings → Team → Tickets with Use tickets; other teammates see the setting but cannot change it. It applies to every chatbot in the account.
- Handovers still reach your team in Conversations, with the same alerts, but no longer open tickets.
- The Tickets page leaves the menu, and the ticket row, ticket filters and Ticket numbers switch are hidden.
- Visitors are not given a code and no receipt emails are sent.
Turning tickets on again opens tickets for new handovers. Conversations handed over while tickets were off do not become tickets by themselves; open one with Open ticket when you need it.
Tickets in the API
Conversations in the API and in webhooks include ticketCode (the code to show or quote), ticketNumber (per account, in the order tickets opened), priority, tags and assignee. Both ticket fields are null until the conversation is a ticket. Taking a conversation over through the API opens a ticket as it does in the inbox. See the API reference.