Ticketing

Turn customer problems into trackable tickets. Assign issues, set priorities, route teams and keep every support request moving toward resolution.

2 min readUpdated Aug 26, 2026

The Ticketing feature in Chat360 captures and organizes all user queries generated from chat interactions into a centralized support dashboard. Each query is automatically converted into a ticket and categorized by status, allowing support teams to efficiently track and manage customer issues.

Tickets are grouped into four status categories—Open, Resolved, Unassigned, and Pinned—providing administrators and team managers with a clear overview of ongoing support activities.

Accessing the Ticketing Dashboard

Follow these steps to access the Ticketing dashboard:

  1. Navigate to the Chat360 sidebar.

  2. Click Ticketing from the side menu panel.

  3. The dashboard will display four status tabs:

  • Open

  • Resolved

  • Unassigned

  • Pinned

  1. Use the Download button located in the top-right corner to export the current view as a CSV file for reporting or audit purposes.

Ticket Status Definitions

  • Open: Tickets that represent conversations currently in progress or awaiting a follow-up response.

  • Resolved: Tickets marked as completed after the customer’s issue has been successfully addressed.

  • Unassigned: Newly created tickets that have not yet been assigned to a support agent.

  • Pinned: Tickets marked for priority attention or future review. These tickets remain visible at the top of the list for quick access.

Key Actions:

The Ticketing dashboard supports several actions for managing support requests.

  • Change Ticket Status: Use the status dropdown on any ticket to move it between Open, Resolved, or Unassigned.

  • Merge Tickets: Select multiple tickets—such as duplicate requests from the same customer—and click Merge to combine them into a single conversation thread.

  • Create a New Ticket: Click Add New to manually create a ticket. Provide the following details:

  • User information

  • Issue description

  • Initial priority level

  • Download Reports: Export ticket lists filtered by status or date range to analyze support volume, resolution times, and workload distribution.

Functional Details:

  • A new ticket is automatically generated for every chat session or user-reported issue.

  • Administrators and managers have full permissions to manage tickets, including updating status, assigning agents, adding internal notes, or pinning important tickets.

  • The dashboard updates dynamically to reflect real-time chat activity, ensuring continuous visibility into support operations.