How tickets are created
Every ticket starts as New.
The AI agent stops replying on your website chat (Chat Bubble, Help Page, Center Stage), Email, WhatsApp, Messenger and Instagram. On API, Phone and mobile app (SDK) integrations it keeps replying.
In your website chat the customer sees a ticket card marked Submitted, a Ticket divider when your team first replies, and an AI Resumed divider when the AI agent is back. On other channels, replies arrive in the thread the customer already uses.
Who gets the ticket
- A takeover ticket goes to the teammate who took over.
- Other tickets follow your assignment settings, team routing and triggers.
- An unassigned ticket goes to the first teammate who replies.
What replies do to the status
- A customer reply moves an On customer, On hold or Closed ticket to On you.
- A customer reply never reopens a Cancelled ticket.
- A teammate reply reopens a Closed ticket as New.
Closing a ticket
Use Closed when the issue is solved and Cancelled for spam, duplicates or mistakes. Close from the status menu, with Send and close, in bulk from the inbox, or with a trigger. Tickets also close when the customer ends the chat. Closed sends your satisfaction survey. Cancelled doesn’t.Handing the conversation back to the AI agent
The AI agent answers the customer’s next message once the conversation’s last open ticket is closed or cancelled. If another ticket on the same conversation is still open, the AI agent waits.Locked tickets
A closed ticket from your website chat, Email, WhatsApp, Messenger or Instagram locks, because the conversation belongs to the AI agent again. A locked ticket shows a Locked badge. You can add notes but can’t reply or reopen it, and bulk updates skip it. The reply box is replaced by This ticket is locked and the reason:
To talk to the customer again:
- Take over in this ticket reopens the same ticket as New, keeps the assignee and keeps the history in one place.
- Take over in a new ticket opens a fresh ticket and leaves the old one closed.