Tickets and tasks

Who can do what

Every role sees Tickets in the sidebar. Agents, supervisors and org admins create, edit, close, attach messages to and delete tickets; viewers read. The Export button is shown to supervisors and org admins. Only an org admin can change the ticket emoji.

Per-role ticket limits are being rolled out. Until they are switched on, the server holds roles only to the ticket-emoji rule, and everyone sees the whole workspace’s tickets. Once on, an agent’s Tickets page lists only the tickets assigned to them or raised by them; a chat’s side panel still shows every ticket on a chat they can open. See Roles and permissions.

Tickets vs tasks

A ticket is a piece of work on a chat: a title, a status (open → in progress → closed), a priority, an owner, a due date, labels, and the time it was resolved. A chat can have several, each with its own resolution time.

A task is the lighter sibling: a to-do with an owner and a due date, ticked done. No status or priority.

Ways a ticket is raised

• From the side panel — open a chat, Tickets & tasks → New ticket.
• From a message — hover a message and use the 🎫 button (Create ticket from this message; it shows the org’s own ticket emoji, set by an admin under Settings → Tickets). The title is prefilled from the message and the ticket links back to it.
• By reacting — an agent reacting to a message with the ticket emoji, from the dashboard or the phone app, raises a ticket from it. A customer’s reaction never does, and reacting twice to the same message does not raise a second ticket.
• By a rule — the Create a ticket and Add the message to the open ticket (or open one) actions in Automation rules.

Where a ticket came from shows as a small chip on the row and in the dialog: Automation or 🎫 reaction. A ticket typed by a person shows nothing.

Tasks are raised the same way from the side panel (Tickets & tasks → New task) or from a message (hover → Create task from this message).

Attach a later message

The customer keeps talking after the ticket was raised. Hover the new message and choose Attach to ticket, then pick one of the chat’s open tickets — or New ticket from this message. The attached messages appear under the ticket in the side panel and in the ticket dialog, where each can be detached. A ticket holds up to 100 attached messages, and only messages from its own chat.

The Tickets page

Tickets in the sidebar lists the whole workspace’s tickets (and, on the Tasks tab, tasks). Status tabs, a search box (title, details, customer), Filter by — priority, owner (Me, unassigned, or an agent), created range, overdue only, label, customer — and sort. The list scrolls on and pages. Beside a due date the row says how far away it is: in 12 h, overdue 2 d.

Export has two choices for the current view (filters, search and tab included):

• Download CSV now — straight to your computer, up to 2,000 rows.
• Export in the background — any size. The file is prepared on the Downloads page at whatbot.in/analytics/exports; there is no menu link to that page yet, so open it by address and download the file from there when it is ready.

The CSV carries the customer’s name and W-reference, never a phone number.

From a chat’s side panel, N closed · view all opens the page scoped to that chat’s history.