Tickets
The Tickets system provides a structured way to collect and manage customer feedback, feature requests, and support issues through intake forms and visual kanban boards. Unlike live chat conversations, tickets are asynchronous submissions that can be processed and tracked through defined workflows.
Where tickets live
Open Communications → Tickets in the left-hand menu. That entry lists one row per board you can see, with ＋ New board as its last row. There is no separate page that lists your boards — the sidebar is the list, and the Tickets entry only appears once you can see at least one board.
A board is one place with three tabs, each with its own address so it can be bookmarked:
- Tickets — the kanban board itself
- Forms — the intake forms that create tickets on this board
- Settings — the board's name, its type, its roadmap widgets, and the danger zone
Core Components
Boards
The foundation of your ticket management system, boards organize tickets into logical categories and define workflow stages. Each board contains columns that represent different phases of ticket processing.
- Board Types: Bug reports, feature requests, or custom categories
- Column Organization: Visual workflow stages (New, In Progress, Resolved, etc.)
- Widget Integration: A Feature Request board can be published as a public roadmap on a chat widget, chosen at Brand → (your brand) → Chat widget → Features → Roadmap
Ticket Management
Individual tickets contain all the information submitted through forms, along with metadata and processing controls.
- Form Responses: Structured data collected from visitors
- Workflow Tracking: Assignment, priority, and status management
- Team Collaboration: Internal comments and decision communication
- Media Evidence: Screenshots, recordings, and conversation history
Board Views
Interactive kanban interfaces provide visual ticket management with drag-and-drop functionality.
- Visual Workflow: Column-based organization with drag-and-drop status updates
- Filtering & Search: Find tickets by priority, assignee, email, or content
- Bulk Operations: Archive, assign, or manage multiple tickets at once
How It Works
- Form Submission: Visitors submit tickets through the intake forms on your chat widget
- Board Organization: Each form files its submissions on the board it belongs to
- Team Processing: Agents review, assign, and move tickets through workflow columns
- Resolution: Teams provide decisions via email and update ticket status
- Archiving: Completed tickets are archived while preserving historical data
Key Features
- Structured Data Collection: Custom forms with validation and multiple field types
- Visual Workflow Management: Kanban boards with drag-and-drop ticket movement
- Team Collaboration: Internal comments and assignment capabilities
- Customer Communication: Professional decision emails and response tracking
- Public Roadmaps: Share feature request boards as customer-facing roadmaps
- Comprehensive Filtering: Search and filter tickets by multiple criteria
- Media Integration: Attach screenshots, recordings, and chat transcripts
- Labels: Short coloured tags, defined per board, that group tickets independently of their column
- Import and Export: Move a board in or out as Trello JSON, a CSV spreadsheet, Markdown, or a full Yaplet backup
- Copy for AI: Put a ticket, a column, or a whole board on your clipboard as readable text for ChatGPT or another assistant
- Duplicate a board: Reuse a proven setup — columns, labels and tickets — on a new product
Who can do what
Three separate rights control tickets, and each one changes what appears on screen rather than refusing you afterwards:
- Tickets — see a board and work it. Since this release it is also required to move, edit, archive, delete or comment on a ticket; before it, any signed-in member of the organisation could do all of that through the API without holding it.
- Board management (
Tickets.Boards) — adds the ＋ New board row, the board's Settings tab, and duplicating a board. - Forms (
Tickets.Forms) — adds the board's Forms tab. Without it the tab is not shown at all.
On top of those, access is granted board by board, on the team screen: open the profile menu behind your avatar in the top-right corner, choose Manage team, expand a member and use the Board access switches. An organisation owner bypasses that and sees every board; an administrator does not — an admin can legitimately be limited to some boards.
Limits
An organisation can hold up to 50,000 tickets. Boards, labels and comments carry generous ceilings of their own to stop abuse; they are set far above normal use, and a real customer who reaches one gets an exception rather than a smaller default.
Related Articles
Boards
Where boards live, how to create one, what its three tabs hold, and how to duplicate or delete a board.
Board Settings
Rename a board, change its type, see which widgets publish it as a roadmap, and delete it.
Board View
Use the interactive kanban interface to manage tickets with drag-and-drop functionality and advanced filtering.
Ticket View
Review detailed ticket information, manage assignments, communicate decisions, and access supporting evidence.
Getting Started
- Open Communications → Tickets in the left-hand menu
- Use ＋ New board at the bottom of that list — it creates a board with a default name and drops you straight on its Settings tab, where you rename it and choose its type
- Add the intake forms that will feed it on the board's Forms tab
- Shape the workflow columns on the board itself
- For a Feature Request board, publish it as a public roadmap at Brand → (your brand) → Chat widget → Features → Roadmap
The ticket system bridges the gap between live chat support and structured feedback collection, providing a scalable solution for managing customer interactions that don't require immediate responses.