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A ticket is for anything your team can’t finish inside the chat: a refund to chase, a delivery to fix, a document to check. It keeps its own number, owner and status after the chat goes quiet, and tells the customer when it moves.

Open a ticket

  • From a chat: click Create ticket at the top of the conversation. The ticket is linked to that chat and the customer.
  • From the Tickets page: click New ticket.
  • From your own server: call POST /tickets with the customer’s userId or phone. See The Tickets API.
Each ticket gets a number made from your workspace’s initials, like NE-1042 for Noratt Enterprise. Customers can quote it back to you, and it opens the ticket at usefrictionless.com/tickets/NE-1042.

Status and priority

Priority is low, normal (the default), high or urgent. The Tickets page in the sidebar shows them as a list or a board, and the badge on Tickets counts the open ones.

What the customer is told

Unless you turn it off for a ticket, the customer gets a message in their latest chat, on whatever channel they used: Moving a ticket to Waiting sends nothing, so your agent can say what’s needed in their own words. Every message, and any that couldn’t be sent, shows on the ticket’s timeline.

WhatsApp after 24 hours

WhatsApp only lets a business message someone within 24 hours of their last message. To reach customers after that, add the ticket update template once in Settings → Tickets → WhatsApp after 24 hours. WhatsApp usually approves it within a day. Until it’s approved, updates reach customers who wrote in the last 24 hours, and the timeline says why the others weren’t sent.

The Tickets API

Your server can open and move tickets with the same API key as the Context API, on the Pro plan:
  • POST /tickets opens one for a customer, found by userId or phone.
  • GET /tickets/{ref} reads one.
  • PATCH /tickets/{ref} changes its status, priority, type, due date, subject or description, with an optional note for the resolved message. Send notifyCustomer: false to move it quietly.
To hear about changes your team makes, add a webhook.