Tickets

Create & Manage Tickets

Copy page

From creating a new ticket to closing it out after resolution, this page walks through the full lifecycle of a ticket in Chatmo.

Creating a New Ticket

From the Tickets Page

1. Navigate to Tickets in the sidebar (Kanban Board menu).
2. Click the Create Ticket button.
3. The create ticket modal opens with a two-column layout.
4. Fill in the required fields and click Save.

From a Conversation

You can create tickets directly from the chat page without leaving the conversation. This is useful when a customer reports an issue during a live chat and you need to log it immediately.

1. Open a conversation on the Chat page.
2. In the right panel, click the Tickets tab.
3. A ticket creation form appears at the top, pre-linked to the current conversation.
4. Select a Board — the form loads the board's statuses and templates.
5. Optionally select a Template to auto-populate fields. Choose No Template to start from scratch.
6. Fill in the Title (required), Description, and any custom fields from the template.
7. Set the Status and Priority using the dropdown selectors.
8. Assign the ticket to one or more agents using the Assign To dropdown.
9. Add Products or Attachments if needed.
10. Click Create to submit.

The new ticket appears in the ticket list below the form, filtered to show only tickets linked to the current conversation. Click any ticket in the list to open its full detail modal.

Create Ticket Form

The create ticket modal uses a two-column layout (60/40 on desktop). Here's a breakdown of each section:

Left Column

1. Template

At the top of the form, a searchable dropdown with pagination lets you select a template. Choosing a template auto-populates the form with pre-configured fields.

• Select No template to create a ticket without one.
• Click the Create Template link to jump directly to template creation from the ticket form.

Learn more about templates on the Ticket Templates page.

2. Title (Required)

A short, descriptive summary of the issue or task. Write titles that are clear enough for anyone to understand at a glance without reading the description.

Good title examples:

• "Customer hasn't received order #1234 after 7 days"
• "Refund request - product damaged during shipping"
• "Premium account login issue - email already registered"

3. Description

A rich text editor with formatting tools:

• Bold, Italic, Underline
• Heading
• Bullet List and Numbered List

Include relevant details such as the issue timeline, steps already taken, and additional information from the customer.

4. Custom Fields

If you select a template, custom fields appear dynamically based on the template configuration. Available field types:

Field Type	Description
TEXT	Free-form text input
NUMBER	Numeric input
PRICE	Price/currency input
DATE	Date picker
LIST_OPTION	Dropdown selection from predefined options
PRODUCT	Product search and selection

5. Products

This section appears when the selected template includes a PRODUCT field. You can:

• Search for products from your catalog.
• Set the price, quantity, and weight for each product.
• Add multiple products to a single ticket.

6. File Attachments

Upload supporting files via drag-and-drop or click to browse. Limits:

• Maximum 5 files per ticket.
• Maximum 10 MB per file.
• Supported formats include images (JPG, PNG), documents (PDF, DOC), and other common file types.

Right Column

1. Status

A dropdown showing all statuses from the active board. Each status is marked with a color dot matching its board column color. Select the initial status for the new ticket.

2. Priority

A dropdown with four priority levels:

Priority	Color	When to Use
Low	Green	Minor issue, not time-sensitive
Medium	Yellow	Standard issue, handle within normal workflow
High	Orange	Significant issue with notable customer impact
Urgent	Red	Critical issue, needs immediate attention

3. Assignee

A searchable multi-select dropdown. Each option displays the agent's avatar, name, and email. You can assign a single ticket to multiple agents.

4. Link Conversation

A searchable dropdown showing conversations with the contact name and channel. Use this field to connect the ticket to a relevant customer conversation.

Ticket Detail

Click a ticket on the board or in the list view to open the detail modal. This modal also uses a two-column layout.

Left Column

Title

The ticket title is editable inline — click the title text to enter edit mode, make changes, and save.

Description

The description uses the same rich text editor as the create form. Click the description area to edit. Long descriptions can be expanded.

Custom Fields

Each custom field is editable inline based on its field type. Click a field to change its value.

Attachments

Attachments display in a grid layout:

• Images render as thumbnails.
• Non-image files display with file type icons.
• You can add new attachments or delete existing ones.

Activity Section

The activity section sits below the attachments and has three tabs:

Tab	Contents
All	Combined timeline of comments and changelog entries
Comments	Only comments from agents
Changelog	Only field changes (status, priority, assignee, etc.)

Adding a Comment:

1. Type your comment in the input field at the bottom.
2. Click send to post it.

Managing Comments:

• You can edit your own comments after posting.
• You can delete your own comments.

Activity uses scroll pagination — scroll up to load older activity entries.

Right Column

Status

A status dropdown that saves changes immediately. No separate save button needed.

Priority

A priority dropdown that also saves instantly on change.

Order Details

A collapsible section that appears when the ticket has associated products. Inside:

• Product list with inline-editable quantity and price.
• Buttons to add or remove products.
• Grand total calculated automatically.

More Details

A collapsible section showing:

• Created by — Who created the ticket.
• Created at — The creation date and time.
• Assigned to — A multi-select that can be changed directly.
• Link Conversation — The conversation linked to the ticket.

Editing Tickets

All ticket fields can be edited directly from the detail modal. There is no separate "Edit" mode — just click the field you want to change:

• Title — Click the title text, edit, save.
• Description — Click the description area, use the rich text editor.
• Status — Select from the dropdown in the right column.
• Priority — Select from the dropdown in the right column.
• Assignee — Update from the multi-select in the More Details section.
• Custom fields — Click each field to edit according to its type.
• Products — Edit quantity/price or add/remove products in the Order Details section.
• Attachments — Add new files or delete existing ones.

Every change is recorded in the changelog under the activity section.

Filtering and Searching

Filter Panel

The filter panel slides in from the right side of the screen and provides the following options:

1. Date Range — Quick presets (Today, Yesterday, Last 7 Days, Last 30 Days, This Month, Last Month) plus a mini calendar for custom ranges.
2. Priority — Multi-select checkboxes to filter by priority level.
3. Status — Single-select from the active board's statuses.
4. Created By — Multi-select to filter by ticket creator.
5. Assignee — Multi-select to filter by assigned agent.

A Reset Filters button clears all filters at once.

Sort Options

Tickets can be sorted using these options:

• Newest First (default) — Most recently created tickets at the top.
• Oldest First — Oldest tickets at the top.
• Updated Recently — Most recently updated tickets at the top.
• Urgent First — Highest priority tickets at the top.

Closing Tickets

Since statuses in Chatmo are fully custom, there is no built-in "Closed" status. You define which status represents a completed ticket in your workflow.

To close a ticket:

1. Open the ticket detail.
2. Change the status to your final status (e.g., "Done," "Resolved," "Completed").
3. Add a closing comment summarizing the resolution — this is invaluable for future reference.

Deleting Tickets

Tickets can be deleted via the 3-dot menu available on:

• Ticket cards on the Kanban board.
• Ticket rows in the list view (Action column).

Practical Tips for Ticket Management

• One issue, one ticket. Don't combine multiple problems into a single ticket. It makes tracking and reporting messy.
• Assign immediately. Unassigned tickets tend to get ignored. Assign to the right agent as soon as the ticket is created.
• Use templates. For recurring issues, create templates so ticket creation is faster and more consistent.
• Update status as you go. A ticket whose status never changes is a red flag — either the issue was forgotten or the agent forgot to update.
• Use priority wisely. If every ticket is marked Urgent, nothing is actually urgent.
• Close with a resolution note. Always add a summary of what was done when closing a ticket. It builds an informal but highly valuable knowledge base.

What's Next?

• Ticket Board — Set up and manage your Kanban boards for visual ticket tracking.
• Ticket Templates — Create templates to speed up ticket creation.
• Tickets Overview — Return to the overview for a high-level look at the ticketing system.