Create And Manage Tickets

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.

Add a subject, choose a priority, and pick a ticket type (Question, Incident, Problem, Task, or Feature Request).

Assign the ticket to a teammate now, or leave it unassigned for later.

Save. TixTalk gives the ticket a unique number so it's 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.

Add tags or update the ticket type to keep reporting accurate.

Need to update many tickets at once? Select several and apply the same changes in a single bulk action.

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.