⚡ In short
- Some questions can’t be answered during the chat: a refund to check, a part to order, a manager to ask.
- In the Inbox, open the chat and press Make a ticket.
- Reply from the ticket; the customer gets your answer by email with a link to write back.
- Messages left while you’re offline become tickets on their own.
Why use tickets
A chat is for quick answers. When something needs follow-up, it’s easy to lose it among new chats. A ticket keeps the question, the customer’s details and your notes in one place until it’s solved. Learn more on the help desk and ticketing system pages.
Step 1: Make the ticket
In the Inbox, open the chat and press Make a ticket at the top. The ticket gets a number (like #1001), the visitor’s first question as its subject, and the whole chat so far as its first entry. If the visitor left an email or phone, it is copied too.
Step 2: Reply to the customer
On the ticket, write under Reply to customer and press Send reply. It is emailed to the customer with a link to their own ticket page. Choose what happens next:
- Send, then wait for the customer: the ticket moves to “Waiting on customer”.
- Send and mark solved: for a final answer.
- Send and keep open: if you will write again soon.
Step 3: Keep notes for your team
Switch to Team-only note to write something only your team sees, like “Asked the courier, waiting for their reply”. Notes are never emailed or shown to the customer.
Step 4: Set priority, owner and tags
On the right, set the Priority (low, normal, high or urgent), Assigned to and Tags like “refund” or “shipping”. Urgent and high tickets show at the top of the list.
When the customer writes back
They reply from their ticket page. The ticket opens again and moves to Needs a reply, and the person it is assigned to gets an email.
Tickets from offline messages
When nobody is online and a visitor leaves their email or phone in the chat, their question becomes a ticket automatically. Turn this on or off per website under Tickets → Help desk settings.
FAQ
What if the visitor didn’t leave an email?
Add it on the ticket under Customer, or press “Copy the customer’s ticket link” and share it with them another way.
Can I make a ticket twice from the same chat?
No. Pressing Make a ticket again opens the existing ticket.
Can I create a ticket for a phone call?
Yes. Press New ticket in the Tickets tab and fill in the details.