Support tickets

Problems that get lost in a chat become tickets with a number and an owner

Open a ticket from a message or from scratch, pick a priority and let the resolution target set itself. Every change is written to the history.

The chat moves on, the problem stays

"My payment hasn't arrived" comes in at nine, and by the evening fifty more messages have piled on top of it. The problem is not solved, it is just no longer on screen. Who is looking at it, when it should be fixed by and what was done last are not in the chat; they are in somebody's head. A support ticket takes the problem out of the chat and gives it a number, an owner, a priority and a target time.

Tickets work alongside the chats on your connected numbers. Telegram is the channel available today; WhatsApp is coming soon, with Instagram after that.

Step by step

Open the ticket. In the inbox, hover over a message and click the ticket icon. The title is filled in with the first 80 characters of the message, and a quote of the message and a link to the chat are attached. You can also open a ticket for a whole chat from the side panel, or one with no chat from the Tickets page.
Pick a priority and an assignee. By default priority is Normal and the assignee is whoever opened the ticket. Both can be changed later.
Work on it. Add a description, write internal comments, move the status along. The chat card on the ticket takes you to the conversation in one click.
Close it. When the issue is fixed, set the status to Solved; the time it was solved is recorded.

Each ticket gets the next number in your workspace (#1, #2, ...), and you can search by it.

Status, priority, resolution target

Field	Options and behaviour
Status	Open, In progress, Waiting on customer, Solved, Closed
Priority	Low, Normal, High, Urgent
Resolution target	Urgent 4 hours, High 24 hours, Normal 3 days, Low 7 days, counted from when the ticket was opened
If priority changes	The target is recalculated from the opening time
Overdue	A ticket that has passed its target and is still unsolved is marked "overdue" in red
Assignee	Any team member, or unassigned

Comments and history

Comments are internal and are never sent to the customer. Each one shows who wrote it and when. The same timeline holds the ticket's history: who opened it, status changes, priority changes, reassignments and title changes. When a ticket changes hands, the new assignee does not have to ask from the beginning.

Board and list

The board shows tickets in four columns: Open, In progress, Waiting on customer, Solved. Dragging a card to another column changes its status. A card shows the number, priority, chat name, comment count and assignee.

The list shows the same tickets as a table: status, priority, assignee, resolution target and last update. Closed tickets appear here too.

In both views you can search by title or number and filter by assignee (assigned to me, unassigned, a specific person) and by priority. Counters at the top of the page show how many tickets are open, in progress, waiting on the customer, overdue and assigned to you. When a teammate updates a ticket, your screen refreshes by itself.

Who sees which ticket

Owners and admins see every ticket, and only they can delete one. An agent sees tickets assigned to them, tickets they opened, and tickets linked to a chat they are allowed to see. For an agent without permission to see customer phone numbers, the chat details on the ticket are masked as well. The rules are on the team permissions page.

Who it is for

Support teams: at shift handover, the board answers "which problems are still open". See CRM for support teams.
Teams handling payment and account issues: deposits, withdrawals or verification questions that need follow-up are opened as Urgent or High, and the ones that run late show up in the counter. See iGaming CRM.

New tickets and status changes can also be sent to your own system by webhook. To try it, create an account; the Telegram-specific details are on telegram.mycrm.sh.

FAQ

Does the customer see that a ticket was opened? No. The ticket, its comments and its history are visible only to your team, and no automatic message goes to the customer when a ticket is opened. You write to the customer yourself, in the chat.

What happens when the target time passes? The ticket is marked "overdue" and is counted in the overdue counter. There is no automatic notification or escalation.

Can I change the target times? The times are tied to priority and are fixed for the four priorities. The way to change a ticket's target is to change its priority.