Tickets
The Tickets system provides a structured way to collect and manage customer feedback, feature requests, and support issues through customizable forms and visual kanban boards. Unlike live chat conversations, tickets are asynchronous submissions that can be processed and tracked through defined workflows.
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: Public roadmaps for customer-facing feature requests
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 configured forms
- Board Organization: Tickets are automatically organized into appropriate boards
- 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
Related Articles
Boards
Create and manage ticket boards, configure board types, and associate forms for different types of customer feedback.
Board Settings
Configure individual board properties, types, and widget associations for public roadmaps.
Getting Started
- Navigate to Dashboard → Tickets to access your ticket management system
- Create boards for different types of feedback (bugs, features, custom categories)
- Set up forms to collect the specific information you need
- Configure workflow columns to match your team's process
- Share public roadmaps for feature requests or keep boards internal for bug tracking
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.