Not every customer issue can be resolved in a single conversation. Some problems take days to investigate, require input from multiple team members, or need systematic tracking to make sure nothing slips through the cracks. Chatmo's ticketing system turns these situations into structured, trackable tasks.
What Is the Ticketing System?
The ticketing system is a structured way to track and manage customer issues that go beyond a quick chat exchange. When a conversation turns into a task that needs follow-up — a product defect report, a refund request, a technical investigation — you create a ticket.
Each ticket captures the full context of the issue: what the problem is, who's responsible for resolving it, what priority it carries, and where it stands in the resolution process. Think of it as a to-do item with accountability and a paper trail.
Tickets Page Navigation
The Tickets page has two main menus accessible from the sidebar:
| Menu | Icon | Purpose |
|---|---|---|
| Kanban Board | fa-solid fa-table-columns | Displays the ticket board with status columns and ticket cards |
| Templates | fa-solid fa-file-lines | Manage ticket templates for consistent ticket creation |
The active menu is controlled by the ?menu=kanban or ?menu=template URL parameter.
When to Use Tickets vs. Conversations
Conversations and tickets serve different purposes. Knowing when to use each keeps your workflow efficient.
| Use a Conversation When... | Use a Ticket When... |
|---|---|
| The issue can be resolved immediately during the chat | The issue requires investigation or follow-up over multiple days |
| It's a simple question or information request | Multiple team members need to be involved |
| No tracking beyond the chat is needed | You need to track progress through defined stages |
| The customer just needs a quick answer | The resolution involves specific deliverables or deadlines |
A good rule of thumb: if you'd put a sticky note on your monitor to remember this task, it should be a ticket instead.
You can link a ticket directly to a conversation when creating it. This preserves the full context of how the issue was reported, so anyone working on the ticket can see the original chat.
View Modes
Chatmo offers two view modes for tickets, toggled from the toolbar at the top of the Tickets page:
Kanban View
The default view that displays tickets as cards inside status columns. Each column represents a status, and you can drag and drop cards between columns to change their status instantly. This view works well when you want to:
- See the distribution of tickets across stages at a glance.
- Move tickets between statuses quickly.
- Spot bottlenecks (columns with too many cards).
- Reorder tickets within a column.
List View
A table layout that shows tickets in rows. On desktop, the table displays 7 columns: ticket number, title (with description preview), status (color dot + name), priority (badge), assigned to (avatars), created date, and action menu. On mobile, tickets render as compact cards.
The list shows 10 tickets per page with full pagination controls (First, Previous, page numbers, Next, Last). This view is ideal when you need to:
- Scan through many tickets in a structured format.
- Search and filter for specific tickets.
- Access ticket actions through the row menu (Detail, Copy Link, Delete).
Board Management
Chatmo supports multiple boards. Each board has its own set of status columns and operates independently.
Board Selector
At the top of the Tickets page, a Board Selector dropdown shows the currently active board. The default board is marked with a "Default" badge and is automatically selected when you first open the Tickets page.
Creating a New Board
To create a new board, click the create board button and fill in the form:
- Board Name (required) — A descriptive name for the board, such as "Technical Support" or "Returns Processing."
- Description (optional) — A brief explanation of the board's purpose.
Once created, you can start adding status columns and populating the board with tickets.
Start with one board for your entire team. As ticket volume grows and different workflows emerge, split into separate boards. It's easier to add boards later than to manage unnecessary ones from the start.
Ticket Statuses
Ticket statuses in Chatmo are fully customizable. There are no hardcoded default statuses — you create the statuses that match your team's workflow.
Each board has its own independent set of statuses, displayed as columns on the Kanban board. You can:
- Add new statuses using the "Add Status" button at the end of the board columns.
- Choose a color for each status from 8 preset options (Gray, Blue, Green, Yellow, Purple, Orange, Red, Pink).
- Archive statuses that are no longer needed via the 3-dot menu on the column header.
- Reorder columns by dragging them into the desired position.
Because statuses are fully custom, you can build workflows that fit your exact needs. A support team might use "New", "In Progress", "Awaiting Response", "Resolved." A development team might use "Reported", "Investigating", "Testing", "Fixed." There are no restrictions.
Ticket Metrics
Coming Soon
Ticket metrics are currently under development and will be available in a future update.
The Tickets dashboard will display key metrics to help you understand ticket handling performance:
- Total Tickets — The overall number of tickets in the selected time period.
- Open Tickets — Tickets that haven't been resolved yet.
- In Progress Tickets — Tickets currently being worked on.
- Average Resolution Time — How long it takes, on average, to resolve a ticket from creation.
- Overdue Tickets — Tickets that have exceeded their resolution deadline.
These metrics will provide a real-time view of your team's operational health.
Integration with Chat Conversations
Chatmo's ticketing system integrates directly with chat conversations. When creating a ticket, you can link it to a customer conversation using the Link Conversation field, which supports search and displays the contact along with their channel.
How the Integration Works
- Link Conversation during creation — Select a related conversation from the searchable dropdown. The ticket will be connected to the contact and channel from that conversation.
- View related tickets — From the contact detail panel, agents can see all tickets linked to a particular customer.
- Deep linking — Tickets support a
?ticket=IDURL parameter that automatically opens the ticket detail modal. This is useful when sharing ticket links with teammates.
Make the most of the Link Conversation feature so that conversation context is always available when handling a ticket. Agents won't need to hunt for information — open the ticket and the context is right there.
Getting Started with Tickets
If your team hasn't used a ticketing system before, here's a practical way to roll it out:
- Start with simple statuses. Create 3-4 statuses that reflect your basic workflow (e.g., New, In Progress, Done). Don't over-engineer your board on day one.
- Set a clear creation threshold. Agree as a team on when an issue becomes a ticket. Not everything needs one — only issues that require tracking.
- Assign every ticket. Unassigned tickets tend to get ignored. Even if you're unsure who should handle it, assign it to a team lead who can redistribute.
- Review open tickets daily. Spend five minutes each morning scanning your open tickets. It's the simplest way to ensure nothing gets forgotten.
What's Next?
- Ticket Board — Learn how to set up and manage your Kanban boards for visual ticket tracking.
- Create & Manage Tickets — Walk through creating, editing, and resolving tickets step by step.
- Ticket Templates — Create templates to speed up and standardize ticket creation.