Live chat ticketing

A help desk built for chat: from chatbot to human in one click

Let your chatbot handle the routine and send everything else to your team. Tickets arrive with the full conversation, lock to the agent who accepts them and close with a clear record for reporting.

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Features

Built for fast, accountable support

On-chat ticketing keeps chat support fast and accountable with automatic tickets, ticket locking, rich replies and agent reports.

Automatic ticket creation

Any flow step can open a ticket with a topic, so requests reach the right team.

Accept and lock

An agent accepts a ticket and it locks to them, so customers never get two answers.

WhatsApp-style workspace

A two-pane view with the ticket list and the live chat side by side, updating in real time.

Rich replies

Reply with text, images, video and files from the same window.

Agent performance reports

See tickets handled, response times and daily or hourly trends for each agent and topic.

Excel exports

Export tickets and agent summaries for your own reporting.

How it works

Get started in three steps

You create ticket topics, add a handoff step to your chatbot and invite agents to the workspace.

  1. Create topics

    Set up topics like Billing, Delivery or Technical for your tickets.

  2. Add a handoff step

    Open a ticket from your chatbot whenever a person is needed.

  3. Invite agents

    Agents log in, accept tickets and reply from the workspace.

Popular use cases

  • Customer support
  • Complaints handling
  • Sales follow-up
  • Order issues
  • Technical support
  • VIP customer care

FAQ

Frequently asked questions

These answers cover supported channels, releasing tickets, manager visibility and how customers experience the handoff.

Which channels does ticketing support?

Every channel connected to your workspace, including WhatsApp, SMS, Messenger and Telegram.

What happens if an agent leaves a ticket?

They can release it so it goes back to the queue for another agent to accept.

Can managers see what agents are doing?

Yes. The agent summary shows workload, response times and trends over any date range.

Do customers know they're talking to a person?

You decide. Many teams send a short message from the flow when the ticket is opened.

Guides

Learn how to build it

Best practices · 5 min

Chatbot Flow Design: 12 Best Practices

Practical rules for designing chatbot conversation flows that customers finish: branching, fallbacks, personalisation, handoff and testing.

Read guide
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