Create, reply to, and resolve your first ticket

Tickets arrive from your chat widget, inbound email, or a connected channel and appear under Tickets (/dashboard/tickets). Click one to open its thread.

Tickets move through four statuses: active, pending, snoozed, and closed.

Reply to a ticket

Type in the reply composer.
Click Send reply (or press Cmd/Ctrl+Enter).

Replying to a ticket, with the message thread and an AI-drafted reply.

Tip: If you sent a reply within the last 10 minutes, you can Retract it from the thread.

Handle agent drafts

If an AI agent or the auto-responder proposed something, it shows under Pending agent drafts. Review it, then:

Approve & send — for a draft reply.
Approve & resolve — for a resolution proposal.
You can also Edit or Reject.

Note: Nothing reaches the customer until a human approves.

Resolve and reopen

A resolution proposal closes the ticket on approval. A closed ticket shows a Reopen ticket button if the conversation isn't actually done.