Tickets are the heart of TixTalk. Every customer request—whether it arrives by email, a submission form, live chat, or the API—becomes a ticket your team can track from first reply to resolution. This guide walks you through creating tickets, working through them, and closing them out.
Create a ticket
You don't have to wait for a customer to reach out. Agents can log a request manually whenever one comes in through another channel.
- Open the Tickets section from the main navigation.
- Click New Ticket.
- Choose the customer: search your existing contacts by name or email, or enter an email address and an optional name for someone new.
- Add a subject and a description.
- Choose a priority (Low, Normal, High or Urgent) and a ticket type (Question, Incident, Problem, Task or Feature Request).
- Assign the ticket to a teammate now or leave it unassigned, and set a brand and category if you use them.
- Save. TixTalk gives the ticket a unique number so it is easy to reference.
Tickets can also be created automatically from other channels, and you can convert an active live-chat conversation into a ticket when it needs longer-term follow-up.
Reply and add internal notes
Open any ticket to see the full conversation history on one screen.
- Type your response in the reply editor.
- Send it as a public reply to email the customer, or switch to an internal note to leave a comment only your team can see.
- Attach files when you need to share screenshots or documents.
If a ticket has already been resolved or closed and you send a new public reply, TixTalk automatically reopens it so the conversation isn't lost.
Update ticket details
As work progresses, keep the ticket's properties current so everyone knows its state.
- Change the status (Open, In Progress, Pending, On Hold, Resolved, or Closed).
- Adjust the priority or assignee as ownership shifts.
- Update the ticket type to keep reporting accurate.
Need to update many tickets at once? Select several tickets in the list and apply a new status or a new assignee to all of them in one action. Bulk editing covers those two fields only.
The ticket detail screen has a tag box, but adding or removing a tag there fails every time — the action it calls does not exist in TixTalk yet. The one way to get a tag onto a ticket today is a macro with an Add Tag or Remove Tag action, which does work. Otherwise, group tickets with the category field or a saved view.
Resolve and close
When the issue is handled, set the ticket to Resolved. Once you're confident no follow-up is coming, move it to Closed. Both statuses timestamp the moment the ticket wrapped up, giving you accurate resolution reporting later.