Tickets

Open Activity → Tickets. Every email to a connected email inbox becomes a ticket, and any chat can become one: open it in Chat logs and click Make ticket.

Statuses

• Open — needs your team.
• Waiting on customer — your team replied.
• Solved and Closed — done.

You can rename these and add your own — see ticket statuses.

How tickets move

• When your team replies, the ticket moves to Waiting on customer and the first person to reply becomes its owner.
• When the customer writes back — even on a solved ticket — it opens again.
• Set priority (low, normal, high, urgent), reassign it, or search by subject, email or #number.
• Assigned to me shows your own tickets.

Automate

Use a trigger on A ticket is created — for example set priority to urgent when the subject contains refund, or email a manager.