Track
Tickets
Some conversations end with an answer. The rest need a number.
What it is
A ticket is a durable, tracked issue: a number, a requester, a status (open, pending, resolved, closed), a type, a priority, an assignee, and its own SLA clock. Convert any chat into a ticket in two clicks — the original conversation closes and links to it — or create one directly.
Tickets are email-native: replies go out as email from your own domain, the requester’s replies thread back in, and a reply to a resolved ticket reopens it automatically — nothing gets closed out from under a customer.
How you’d use it
D2C brand
A damaged-shipment claim spans four days, a courier, and a replacement. Chat stops being the right shape on day one — convert it, set the priority, and track it to done while the customer keeps replying by email.
SaaS team
A bug report becomes a ticket with a number engineering and the customer can both reference. Status moves open → pending → resolved as the fix ships, and every update reaches the customer as a proper email.
Course creator
Refund requests get a paper trail: who asked, when, what was decided, and the notes that explain why — attached to the ticket, not scattered across chat and memory.
Ops-minded team
Filter by status, assignee and type and the Tickets screen becomes the worklist of everything you owe people — the pending queue is the honest to-do list.
Get more out of it
Chat for questions, tickets for promises
The rule of thumb: if resolving needs another day or another person, convert it. The customer keeps their history; you get a number that can’t be forgotten.
Let reopening do its job
A requester’s reply to a resolved ticket reopens it automatically. Don’t hesitate to resolve early — if you were wrong, the ticket tells you.
Make types your taxonomy
Bug, refund, feature request, shipping issue — consistent types turn the ticket list into a live report of what’s actually breaking in your business.
Treat priority as a queue, not a feeling
Reserve the top priority for money-and-access issues, then work the list top-down. If everything is urgent, the field is decoration.
Keep the trail on the ticket
Internal notes live on the ticket next to the customer thread. The debugging conversation belongs there — searchable next quarter — not in a chat app that forgets.
Give the hard ones a number.
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