Tickets & SLA

Not everything is resolved in one live chat. Move a conversation to a ticket when it needs follow-up, and track how long it should take with an SLA target.

Realtime vs. ticket

Every conversation has a mode. A live chat starts in realtime; from the Actions menu you can Move to ticket when it needs research, another team, or a reply later. Tickets have their own statuses — Open, Pending, On hold, Solved, Closed.

SLA targets

Set a resolution target under Settings → Conversations → Ticket SLA (in hours, per workspace). New tickets get a due time that many hours out, shown as a badge that turns amber as it approaches and red when overdue — so nothing slips.

Working tickets in bulk

In the Tickets view, select multiple tickets to assign them to yourself, solve, or close in one action. Combined with labels and search, this keeps a large backlog manageable.