Managing Support Tickets

Once a support ticket is created, your team can efficiently track, respond to, and resolve customer requests from the Chatbeam dashboard.

Viewing Tickets

• Access all open, in-progress, and resolved tickets from the Tickets section of your dashboard.
• Use filters and search to quickly find specific tickets or review ticket history.

Responding to Customers

• Click on a ticket to view the full conversation and any attachments.
• Reply directly to the customer from within the ticket. Your response will be sent via email and appear in the customer’s ticket view.
• Use "Compose with AI" to generate a response based on the ticket history and your entire Knowledge Data.
• Add internal notes for your team that are not visible to the customer.

Updating Ticket Status

• Change the status of a ticket to In Progress when you begin working on it, and to Resolved when the issue is addressed.
• Tickets can be reopened if a customer replies or if further action is needed.

Attachments and History

• View and download any files attached to the ticket by the customer or your team.
• Review the full history of updates and communications for complete context.

Effective ticket management ensures that every customer receives timely, personalized support and that nothing falls through the cracks.