A ticket is an internal case for your team about a customer — for example, “Call to confirm visit” or “Complaint about delay” — always tied to a contact and, if relevant, the lead or the conversation it comes from. It’s there to keep a record of a pending task, and so anyone on your team can see where it stands without depending on one specific person remembering it.
What an internal ticket isA ticket is an internal case for your team about a customer — for example, "Call to confirm visit" or "Complaint about delay" — always tied to a contact and, if relevant, the lead
Procedure: view and filter the Tickets pageRequirements: none in particular — available to all three roles.
Procedure: create a ticket from the Tickets pageRequirements: Admin or Editor role.
Procedure: create a ticket from a lead or a conversationWhen the ticket comes from a task you're already handling on a lead or a conversation, there's no need to search for the contact by hand: the platform links it for you.
Ticket statuses and their lifecycleTapping a table row opens the ticket drawer, with its title, its source chips (clickable, like in the table), its status and its assignment at the top, and the comment thread below
The ticket thread: comments and noticesEvery comment in the thread shows who wrote it and when.
Who can manage ticketsManaging tickets (creating them, changing their status, reassigning them, commenting) is available to the Admin and Editor roles; Viewer accounts can consult them — see the page, o