Tickets and internal follow-up

Who it’s for: teams that need to keep a record of pending work on a customer (“call to confirm the visit”, “complaint about a delay”) without depending on one specific person’s memory.

What the end customer sees

This use case is purely internal: a ticket never generates any message or notification toward the end customer, it’s an organizational tool for your own team. The only thing a customer might notice is that your team follows up on their case more consistently.

Don’t confuse this with Support tickets: those are the channel for asking your provider’s team for help when something on the platform breaks or you have a configuration question, and they’re visible only to the Admin role.

Steps in the product

1. Create a ticket from the Tickets screen itself if the case doesn’t come from any lead or conversation: press ”+ New ticket”, search for and select the contact (required here, since there’s nothing to infer it from), write the subject and, optionally, assign it to a teammate and add an initial comment.

2. Or create it straight from a lead or a conversation. In the Tickets section of the lead’s drawer, or in the inbox’s right-hand panel, press “Create ticket” — it’s automatically linked to the lead, the conversation, and its contact, with nothing left to look up.

   

   Every Source chip is clickable — it takes you straight to the contact, the lead or the conversation the ticket came from.

3. Filter the table by status (Open, In progress, Closed) or by owner (Mine, Unassigned) to see just what you care about.

4. Open a ticket’s drawer to change its status, reassign it to another teammate, or add comments — commenting doesn’t reopen a Closed ticket, the status only changes if you change it.

5. The same lead or conversation can pile up several tickets over time: each pending task is its own ticket, even if they share the same origin.

What to configure

• Nothing beforehand is required: the screen works from the very first contact you have.
• Roles: managing tickets (create, change status, reassign, comment) is Admin and Editor territory; Viewers can only look.

Limits and honesty

• An internal ticket never notifies the end customer — if you need to tell them something, do it from the conversation or the matching channel.
• There’s no limit on tickets per lead or contact: as many as you need pile up.
• If what you need is help from your provider (a platform bug, a billing question), this isn’t the right mechanism — use Support instead.

See also

• Tickets — statuses, the full lifecycle, and who can manage them.
• Leads — creating a ticket from a lead’s record.
• Conversations — creating a ticket from the inbox.
• Digital employee: jobs and flows — when follow-up can be automated instead of staying a manual task.