Ticketing
Tickets Overview
Tickets are the core of Support Station. Every customer conversation—whether it starts from email, your support widget, Slack, or the API—becomes a ticket that your team can track and resolve.
What Is a Ticket?
A ticket is a record of a customer support conversation. It contains:
- Customer information - Who submitted the request
- Subject and description - What the customer needs help with
- Messages - The back-and-forth conversation
- Status - Where the ticket is in your workflow
- Priority - How urgent the issue is
- Assignee - Who's responsible for responding
- Tags - Categories for organization
Where Tickets Come From
Tickets can be created from multiple channels:
| Channel | How It Works |
|---|---|
| Widget | Customer submits a form on your website |
| Customer sends email to your support address | |
| Slack | Messages in connected Slack channels |
| API | Created programmatically via your integration |
| KB Chat | Escalated from AI chat when it can't help |
| Internal | Created manually by your team |
All tickets appear in your unified inbox regardless of source.
Viewing Tickets
The Ticket List
Navigate to Tickets to see all your tickets. By default, you'll see open tickets sorted by most recent activity.
Filter tickets by:
- Status (Open, Pending, On Hold, Resolved, Closed)
- Priority (Low, Medium, High, Urgent)
- Assignee (specific team member or unassigned)
- Team (if you've created teams)
- Tags (any tags you've created)
- Channel (Widget, Email, Slack, etc.)
Individual Ticket View
Click any ticket to see its full details:
- Header - Status, priority, assignee, and tags
- Customer info - Customer details in the sidebar
- Conversation - All messages in chronological order
- Activity log - Status changes, assignments, and other events
- Actions - Reply, add note, change status, etc.
Creating Tickets
From the Dashboard
- Click Create Ticket (or use keyboard shortcut)
- Enter customer email
- Add a subject
- Write the initial message
- Optionally set priority, assignee, and tags
- Click Create
From Other Channels
Tickets are automatically created when:
- A customer submits your support widget form
- An email arrives at your connected email address
- A message comes through a connected Slack channel
- An API call creates a ticket
- A customer escalates from AI chat
Responding to Tickets
To reply to a ticket:
- Open the ticket
- Type your response in the reply box
- Click Send (or press Cmd/Ctrl + Enter)
Your response is sent to the customer via email and appears in the conversation thread.
Ticket Workflow
A typical ticket flows through these stages:
- Created - New ticket arrives
- Open - Needs attention from your team
- Pending - Waiting for customer response
- On Hold - Paused (waiting for internal action)
- Resolved - Issue fixed, awaiting confirmation
- Closed - Complete, no further action needed
Ticket statuses control workflow and let you track where each ticket is in the resolution process.
Quick Actions
From any ticket, you can:
- Change status - Move through your workflow
- Set priority - Mark urgent issues
- Assign - Give to a specific person or team
- Add tags - Categorize for organization
- Add internal note - Leave a private comment for your team
- Merge - Combine duplicate tickets
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