Refund for order #4821 not received
#14212m
Tickets
A ticketing system that starts from the conversation
Raise a ticket from any chat, WhatsApp message or email, give it a state, a priority and an owner, and tell the customer when it is done.
No credit card. Live in minutes.
Cannot sign in after password reset
#1411h
Invoice shows the wrong VAT number
#1393h
Add a second admin to the workspace
#1386h
Webhook fires twice on order update
#1375h3
Move from Essentials to Plus mid-cycle
#1351d
WhatsApp template rejected by Meta
#1341d
Missing item in delivery
#1332d
Export contacts to CSV
#1303d
Widget not loading on Safari
#1284d
Update the billing email
#1265d
Reset two-factor authentication
#1246d
Tickets
What a ticket carries.
Everything the work after the reply needs, on one sheet that stays linked to the conversation it came from.
Ticket type
CustomerOne person's problemBack-officeInternal workTrackerOne issue, many reports
Card declined at checkout#147
3 customer reports
NurayCheckout says card declinedJamesPayment fails on the last stepEmmaCannot pay, card declined twice#142Refund for order #4821 not received
Ticket attributes
Ticket typeCustomer
StateIn progress
PriorityUrgent
AssigneeNuray Aksoy
Nuray AksoyTicket updated. The customer sees it as “In progress”.
InternalShared
Refund approved, waiting on finance.
Nuray posted an internal note · just nowAttachments
refund-4821.pdf84 KB
Links
Conversation with NurayWhatsApp
#147 Card declined at checkoutTracker
#147 Card declined at checkoutSolved
Fixed on our end, payments go through now.
Sends the same message to all 3 linked conversations.Reply all
Sent to 3 of 3 conversations
NurayWhatsAppJamesWebsite chatEmmaEmailWorkflow
When a ticket is raisedTrigger
Assign to a teammateAction
Tickets, last 30 days
Raised
84
Solved
71
Open backlog
13
Median time to solve
5h 20m
Any channel
Raised from the thread, on any channel
The ticket keeps its link to the conversation it came from, and the reply goes back the way the customer wrote.
Website chat
The customer follows the ticket in the widget.
Email
The reply goes out from your own address.
WhatsApp
The reply lands back on the number they wrote to.
Instagram
Raised from the DM, answered from the DM.
Telegram
The bot tells them when it is done.
Slack
The thread stays in Slack while the ticket is worked.
Discord
Raised from a mirrored thread in your server.
Microsoft Teams
The Teams channel keeps the conversation in view.
Open a ticket
Everything about it, on one sheet
Click any card on the board and the ticket opens beside it. The state is a dropdown, the owner a pill, and the whole story of the work is the feed under the subject.
- One sheet for the state, the owner, the notes and the files.
- Activity is a feed: who did what, when, in order.
- Linked conversations stay a click away, and Reply all reaches them.
Refund for order #4821 not received
#142Nuray AksoyInternal3 customer reports
Nuray AksoyInternal3 customer reports- System2 hours ago
Raised from the conversation with Nuray Aksoy.
- James Brown1 hour ago
Same as #147, checkout is rejecting some Visa cards. Linked it.
- Emma Wright12 minutes ago
Refund approved, waiting on finance to confirm.
- Nuray Aksoyjust now
Finance confirmed. Refund lands in 3 to 5 days.
Links3
- Nuray AksoyWhatsApp
- James BrownWebsite chat
- Emma WrightEmail
Leave an internal note…Finance confirmed. Refund lands in 3 to 5 days.Leave an internal note…
Tickets
The customer's side
What the customer sees
The ticket follows them in the chat widget, in plain words: no states, priorities or notes, just where it is and who has it.
- Internal states become plain words: Open is Submitted, Solved is Resolved.
- The owner's first name, so the customer knows a person has it.
- Told in the widget and by email when it moves, and when it is done.
From chat to ticket to done
- Step 1
Raise it
In the conversation, switch the composer to Ticket, write what needs tracking, pick a kind and a priority.
ReplyNoteTicketRefund for order #4821 not received
CustomerUrgentRaise ticket - Step 2
Work it
On the Tickets board, filter by state, priority and assignee. Add notes and attachments as you go.
OpenUrgentNurayRefund for order #4821 not received
#14212m2 notes1 fileSubscription charged twice this month
#1461h1 note - Step 3
Close the loop
Set the final state and reply to the customer from the ticket. The conversation keeps the link.
#142 Refund for order #4821SolvedRefund sent, 3 to 5 days to your card.Sent to the customer on WhatsApp
The basics
What is a ticketing system?
Software that turns a customer request into a tracked item of work, with a number, a state, a priority and an owner, so nothing is forgotten between the first reply and the fix.
Most help desks make every message a ticket, which is why they feel heavy. Sellio keeps the conversation as the unit of support and raises a ticket only when work continues after the reply. Four terms carry the whole thing.
- Ticket
- A unit of work with a number, a subject, a state and an owner. In Sellio it is raised from a conversation and stays linked to it.
- State
- Where the work is: open, in progress, waiting, solved, closed. The board is the states as columns.
- Priority
- Low, normal, high or urgent. The same flag a conversation carries, so nothing is re-triaged on the way to a ticket.
- Owner
- The teammate the ticket is assigned to. Unassigned is the queue, and a workflow can assign on creation.
FAQ
Ticketing questions
No. Conversations are the default; a ticket is raised only when work continues after the reply, which keeps the inbox fast and the ticket board meaningful.
- Most support needs no ticket: answer from the inbox and resolve the conversation.
- Raise one from the thread when something outlives the chat: switch the composer to Ticket and give it a subject.
- The ticket stays linked to the conversation and the contact, so nobody loses the context.
How conversations become tickets is in the inbox docs.
Still have a question? Contact us or browse the docs.
Tickets for the work that outlives the chat.
Raise them from any conversation, track them by state and owner, and tell the customer when they are done.
No credit card required