When to make a ticket
- A customer reports a problem that needs follow-up
- A request needs another team member to act
- A question may take days to resolve
Create a ticket from a message
1
Find the message
Open the chat and locate the message that describes the issue.
2
Open the message menu
Right-click the message on a computer, or press and hold on mobile. Choose the option to create a ticket.
3
Name the ticket
Write a clear title, such as “Refund for order 1042 not received”. The message text is added for you.
4
Set the details
Choose a starting status and assign the ticket to a team member. You can also set a priority, a due date, labels, and any custom properties your team uses.
5
Save
Review the details and confirm. The assignee is notified.
Tips for good tickets
- Use titles that say what is wrong, not just “Issue”.
- Always assign an owner. Unowned tickets get forgotten.
- Set a due date for anything with a promise attached.
- Use one ticket per problem.
Do you want tickets created without clicking? Try emoji tickets or automations.