Tickets track work that outlives a single chat: a complaint to investigate, a refund to process, a repair to schedule. This article shows you how to create tickets, manage their statuses and read the reports.
Open Tickets from the main navigation. The page has three views, each with its own address you can bookmark or share:
Every ticket gets a reference such as TKT-000012. Tickets are included from the Starter plan. Exact options may differ by plan.
From a conversation:
The ticket is linked to the contact, so the team can answer "what is the status of my ticket?" from the same conversation. AI agents with the right permissions can also create tickets during a chat.
From the Tickets page:
HueChat keeps one open ticket per contact. If you create a second ticket while the first one is still open, HueChat shows you the existing ticket instead of creating a duplicate.
Screenshot: the New Ticket form with title, contact, category and priority
Every account starts with these statuses:
Change a ticket's status from the ticket detail. To resolve a ticket, choose Resolve Ticket and add a resolution comment. The comment describes what was resolved and can be shared when the customer asks for the ticket status.
If you delete every status, HueChat restores the default set so tickets can never be left without a status.
Screenshot: Ticket Settings showing the Statuses list with colours and types
Ticket Reports shows total tickets and breakdowns by status, by owner and by priority for a chosen date range. Statuses you add or rename appear in the report automatically.