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A ticket is a request your team needs to follow up on after the chat. Go to Tickets in the sidebar, under Customers.
The Tickets page with status count cards, show-only chips, search and filters, and a board with Open, In progress, Waiting on customer and Resolved columns of ticket cards.

The Tickets board, with sample data: status counts above one column per status.

A ticket panel with the description, a Reply to customer box, an activity timeline, tags, a Reply due in 35 minutes target, the assignee and the status.

A ticket opened from the board, with the reply box and its reply-time target.

How tickets are created

  • A customer asks the AI to open a ticket or report a problem, and fills in the short form in the chat.
  • A teammate clicks Convert to ticket in the Inbox.
  • A customer asks for a person when nobody is available (or on the Starter plan, which has no live chat), and has given an email or phone number. See Live chat.
  • A workflow step creates one, such as Create a support ticket.
  • You click Create ticket, then fill in the Subject, Description, the contact’s name, email and phone, and the Priority.
A ticket opened from a chat saves with Medium priority unless a different one is chosen. Every ticket belongs to a contact.

Statuses

  • Open: your team needs to act.
  • In progress: someone is working on it.
  • Waiting on customer: you’ve replied and are waiting to hear back.
  • Resolved: done.

Board and list

The Board is the default view, with one column for each status. Drag a card to another column to change its status. Cards have no status control; you can also open the card and change Status under Properties. Use Layout to switch to the List, which has tabs for All open, Open, In progress, Waiting on customer and Resolved. ZynfoAI remembers your choice in this browser.

Find tickets

  • The cards at the top count the tickets in each status. Open also shows how many arrived this week.
  • Show only chips narrow the board or list to Mine, Unassigned, Overdue or Due soon. Overdue covers tickets past their due date and tickets that missed a reply-time target.
  • Search tickets, and filter by priority (Low, Medium, High, Urgent) or by tag.
  • Each ticket has its own link, so you can share it with a teammate.
  • In the list, tick several tickets to Mark resolved or Delete them. Deleting asks you to confirm.

Reply-time targets

Each ticket shows a clock such as Reply due in 25m, Reply late by 2h or Resolve due in 3h. The reply clock stops when you first email the customer. Internal notes don’t count. The resolve clock shows Target paused while the ticket is Waiting on customer. Owners and admins set the targets for each priority. See Reply-time targets.

Work a ticket

Click a ticket to open it. You’ll see its subject, description, the customer’s details and the activity so far.
  • Assignee: choose a teammate, or click Assign to me.
  • Due date: pick a date. The ticket shows Overdue or Due today when it’s time.
  • Status and Priority: change them under Properties, then click Save changes.
  • Open conversation opens the chat the ticket came from. View contact opens the contact page.
  • Sync to CRM sends the ticket to a connected helpdesk or CRM. CRM integration shows the provider and whether it synced.

Reply to the customer by email

Under Reply to customer, write your answer and click Send reply. ZynfoAI emails it to the customer from your workspace’s name, and their answer comes back to the ticket. The reply shows in the ticket’s activity. While the ticket is Open, a Set to Waiting on customer box (ticked by default) changes the status at the same time. Suggest reply writes a draft you can edit. You can reply only when:
  • the ticket has the customer’s email address;
  • Allow messages outside the chat is on (AI agent → Email). While it’s off, the reply box says so;
  • your role can update tickets.
ZynfoAI doesn’t email addresses that bounced or reported earlier emails as spam.