A ticket is one customer problem that Texa Desk follows to the end. A conversation ends when the chat is over. A ticket stays open until the problem is solved, for example a refund still to be paid, a card to be replaced or a complaint to be investigated.
Each ticket has:
- a reference the customer can quote, such as
ADA-1042; - a type, such as Request or Complaint, with its own fields;
- a state, which the customer sees in plain words;
- a promise: when it will be acknowledged and resolved;
- the conversations about the problem, on any channel. A WhatsApp chat, a call and a later email can all be on one ticket. Each is still answered on its own channel.
How a conversation becomes a ticket
| Who | How |
|---|---|
| You | Choose Make it a ticket on the conversation, pick the type, and check the title. Suggest with Texa AI picks the type and title for you. |
| You, for a customer who already has one | The conversation shows “ADA-1042 is open for this customer”. Choose Add to ADA-1042. |
| Texa AI | When it hands a conversation to your team, it makes a ticket of the type the hand-over route names, and tells the customer the reference. |
| A rule | The automation action Make it a ticket. |
| An inbox | In Settings → Tickets → Inboxes, every new conversation in that inbox becomes a ticket. Useful for a complaints email address. |
| The customer | New request on your help centre. |
| Someone who came in, called or wrote a letter | Add ticket on the Tickets list. See A ticket without a conversation. |
When a customer quotes their reference anywhere (“about ada 1042”), on any channel, the conversation joins their ticket by itself. It only ever joins that customer’s own ticket.
States
Every ticket is in one of four kinds of state. You can add your own inside each one, such as “With finance” under In progress.
| Your team sees | The customer sees | Moves here by itself when |
|---|---|---|
| New | Received | The ticket is made |
| In progress | We’re working on it | A person replies or is assigned, or the customer writes while it waits on them |
| Waiting on customer | Waiting for you | Only when a person or a rule sets it |
| Resolved | Resolved | Only when a person, a rule or the API resolves it |
A ticket and its conversations are separate. Resolving every conversation doesn’t resolve the ticket. The ticket shows “No open conversation” and stays in its state until someone resolves it on purpose. Resolving the ticket resolves its open conversations. You can untick any you want to leave open.
If the customer writes after the ticket is resolved, their conversation opens again but the ticket doesn’t. You’ll see that the customer wrote after resolution, with Reopen ticket one click away. Regulators count reopened complaints, so a reopening is always someone’s decision.
What the customer is told
Unless you change or turn them off in Settings → Tickets → Customer messages, the customer gets a message:
- When it’s made, with the reference and the promise, for example: “We’ve received your request. Your reference is ADA-1042. We’ll reply within 14 days.”
- When it moves to a state the customer sees by name.
- When it’s resolved, and for a complaint, with the decision and how to take it further.
- When the promise is extended, with the new date.
- When it’s merged, with the reference to quote from now on.
Messages go on the conversation the customer last wrote on. Outside that channel’s reply window, they go by your approved WhatsApp template, by email or by SMS. If none of those is possible, the ticket notes that the message wasn’t sent.
The ticket’s card
On a conversation that’s on a ticket, the ticket’s card shows its reference, type, state, person, team, priority, promise and tasks. Open it to change any of these, resolve it, extend the promise, merge or link it, or ask another team for help.