Tickets

Overview

Sellio does not turn every message into a ticket. Chats stay chats; a ticket is raised when something has to be tracked past the reply: a bug to fix, a refund to process, an outage that many customers are writing about. Tickets have their own page in the sidebar, with a list, filters by state, assignee and priority, and a search.

Three kinds

States and priority

Five states, in the order work moves: Open, In progress, Waiting, Solved, Closed. Waiting is for a ticket blocked on the customer or a third party. Solved means the work is done; Closed means nobody will reopen it. Priority is Low, Normal, High or Urgent, and the list can sort by most urgent first.

Raise a ticket

1. 1
   From a conversation: switch the composer to the Ticket tab (the shortcut is the modifier key with Alt and T), give it a subject and a description, pick the kind, and raise it. The ticket links to the conversation automatically.
2. 2
   From the Tickets page: click New ticket for work that did not start in a chat, then link conversations to it later from the ticket's Links panel.
3. 3
   From an automation: the Raise a ticket action creates one from a rule, for example on every message that contains the word bug. See Automations.
4. 4
   From the AI agent: when the agent cannot resolve something, it can offer the visitor a ticket in the chat. The visitor confirms or edits the draft, and the ticket appears in the inbox with the transcript attached.

Work a ticket

• Assign it to a teammate and set a priority from the details panel; both are filters on the list.
• Post internal notes on the ticket. Notes are for your team; a reply goes to the customer.
• Attach files to the ticket, and link related tickets or more conversations from the Links panel.
• Move it along with Move to, or click Mark solved when the work is done. A state change is an event on the ticket's timeline, and on the linked conversations.
• For a tracker with many linked conversations, Reply all sends one message to every linked customer; {{first_name}} and {{name}} in the text are filled in per person.

What the visitor sees

Customer tickets show in the widget under a Tickets tab, with the number, the subject and the current state, so a visitor can check progress without asking. Back-office and tracker tickets are invisible to them; what they see from a tracker is the reply-all when it lands in their conversation.

Automate and measure

Two automation triggers start from tickets, when one is raised and when its state changes, and two actions act on them, raising one and setting the state; the template Ask for a rating when a ticket is solved is the usual pairing. The Tickets page in Analytics shows volume, time to solve and the state each ticket is in, and the target Ticket time to solve gives that a pass or fail. Tickets are also readable through the public API.