Ticketing system
A simple ticketing system your whole team understands
Every request gets a number, an owner and a status, so you always know what is waiting, who has it and what is done.
⚡ In 30 seconds
- A ticket is one customer request, tracked from first message to solved.
- Statuses: Needs a reply, Waiting on customer and Solved.
- Priorities from low to urgent, plus owners and tags.
- Tickets come from chats, offline messages, your team and the REST API.
- Part of the LiveChatBot help desk, next to live chat.
- Free to start: 2 websites and 100 visitors per website every month, no credit card.
The problem
What happens without a ticketing system
Email threads and sticky notes work until the day they don’t.
No single list
Requests sit in personal inboxes and chat history where nobody else can see them.
Double replies
Two people answer the same customer with different answers.
Forgotten follow-ups
Nothing reminds you that a customer is still waiting.
No pattern
You can’t tell whether refunds or delivery issues are growing.
Holiday handovers
When someone is away, their open requests disappear with them.
Customers in the dark
They don’t know if anyone saw their message.
What you get
How tickets work in LiveChatBot
Ticket numbers
Numbers start at #1001 for each account, so customers and staff can refer to them.
Three clear statuses
Needs a reply (your turn), Waiting on customer (their turn) and Solved.
Priorities
Low, normal, high and urgent. Urgent and high tickets sort to the top.
Owners
Assign a ticket to a teammate. Replying to an unassigned ticket assigns it to you.
Tags
Add tags like “refund” or “shipping” to find and count tickets later.
Customer ticket page
A private link where the customer reads every reply and writes back, without an account.
Side by side
Ticket statuses at a glance
The status always tells you whose turn it is.
| Status | Means | Moves when |
|---|---|---|
| Needs a reply | Your team owes the customer an answer | A ticket is new, or the customer writes back |
| Waiting on customer | You answered and need something from them | You send a reply and choose “then wait for the customer” |
| Solved | Done | You mark it solved. A new customer reply opens it again |
Setup
Where tickets come from
Four ways in, one list.
Organise
Tag ideas to start with
Keep tags short and few. Ten good tags beat fifty vague ones.
🛒 Store
- delivery
- return
- refund
- damaged
- cod
💼 Services
- booking
- quote
- invoice
- complaint
- feedback
💻 Software
- bug
- login
- billing
- feature-request
- setup
Good practice
Ticketing do’s and don’ts
✅ Do
- Give every ticket an owner
- Use priorities for real urgency, not for loud customers
- Reply in plain language, like a chat
- Mark solved only when the customer has what they need
- Review your tags once a month
🚫 Don’t
- Leave tickets in “Needs a reply” over the weekend
- Use “urgent” for everything
- Share the ticket link publicly
- Paste internal notes into customer replies
- Open a new ticket for every follow-up message
Ticketing system: FAQ
What is a ticketing system?
Software that turns each customer request into a tracked item (a ticket) with an owner and a status, so nothing is forgotten.
How is it different from live chat?
Live chat is for quick, real-time answers. Tickets are for requests that take time. LiveChatBot has both in one place.
Can customers open tickets themselves?
Yes, by writing in the chat while you are offline, or through your own contact form connected with the REST API.
Are ticket notes private?
Yes. Team-only notes are never emailed or shown on the customer’s ticket page.
Can I get a webhook when a ticket is created?
Yes. LiveChatBot sends ticket.created and ticket.solved to your webhook. See how to connect to Zapier.
What does it cost?
Ticketing is included in every plan, including the free one. See pricing.
Related
Keep reading
Help desk
Turn questions that can wait into tickets answered by email. Learn more →
Saved replies
Answer common questions with one click. Learn more →
Connect to Zapier
Send new tickets to Sheets, Slack or your CRM. Read the guide →
Give every customer request an owner
Free to start. No credit card. Live on your website in about two minutes.