We’re excited to introduce a major upgrade to tenant workflows: a built-in ticketing system embedded directly into the admin and manager user interfaces. Designed to replace external ticketing tools, this new feature brings support management closer to the source, reducing friction and giving users full control from within the platform.
This internal ticketing system eliminates the need for third-party services by providing a native way to create, track, and manage support requests. Whether you’re handling technical issues, internal requests, or customer escalations, everything happens in one place—streamlined and accessible.
Each ticket includes detailed fields to ensure clarity and actionability:
Title – Clear summary of the issue.
State – Tracks progress across statuses: New, In Progress, On Hold, Resolved, Closed, Canceled.
Priority – Set urgency levels: Low, Medium, High.
Source – Indicates how the ticket was created (Chat Session or Web UI).
Description and Details – Room for full context and relevant background.
Contact Name & Email – So responders know who to reach out to.
Assign to Agent – Select a specific person from a dropdown.
Assign to Agent List – Supports routing tickets to multiple agents or teams.
Related Sessions – Direct links to previous chat interactions.
Discussion Log – Tracks status changes and updates over time.
Comments – Full threaded conversations, built with our Commentator system.
From the Manager UI, a dedicated Manage Tickets view lets team leads and supervisors oversee all support activity in real time. Each ticket displays its priority level with color-coded icons for fast recognition:
Low Priority – Green
Medium Priority – Orange
High Priority – Red
These markers help prioritize responses without needing to open every ticket, making queue management significantly more efficient.
Support operations are often fragmented between tools, resulting in delayed responses or context loss. By embedding ticketing directly into the platform:
Agents stay in one environment instead of switching between systems.
Information stays centralized, improving visibility and response time.
Ticket handling becomes more transparent, with clear ownership and state tracking.
Setup is effortless, with no need for external configuration or third-party dependencies.
The goal is simple: provide users and teams with a reliable, built-in way to manage requests quickly and clearly, without jumping through hoops.