Convert a conversation into a ticket when it cannot be resolved live within a reasonable time frame and needs further investigation or help from the wider team. The ticket is then visible to the customer in their Message Launcher, keeping them updated on progress without needing to chase.
Ticket | Category | Use it for | Customer can see it |
Support ticket | Customer ticket | Investigating a technical issue a customer is facing. Can be synced with Azure DevOps. | Yes, in the Message Launcher |
Tracker ticket | Tracker ticket | Tracking a bug or major incident across multiple customers. Can be synced with Azure DevOps. | No |
How the ticket types work together
Tracker tickets sit above Customer tickets, which is what makes bulk updates possible.
A Tracker ticket acts as a parent and can link to multiple Customer tickets.
Updates you apply to a Tracker ticket can be applied to every linked Support ticket at once.
Side Conversations let you contact a third party from a Customer or Tracker ticket without including the customer.
⚠️ Important: You can only create Customer tickets, meaning Support tickets, from a conversation. Create Tracker tickets from a Support ticket or from the Inbox menu instead.