SilentChat

Tickets

Tickets are the structured view of every conversation. The moment a visitor chats with the widget, a ticket is created automatically — nobody needs to spin one up by hand.

1:1 mapping with conversation

Every conversation has exactly one ticket — never more, never fewer. The mapping is enforced in the backend so reporting, SLA tracking, and audit trails stay consistent. Jumping from a conversation sidebar always lands on the same ticket.

Lifecycle & status values

Tickets move through four system statuses. Which status an agent may set depends on their role.

  • Open — The default on creation. Nobody assigned yet, or the first reply hasn't gone out.
  • In Progress — An agent has picked it up and is working on it.
  • Resolved — Reply sent, awaiting confirmation. Optionally triggers a CSAT survey.
  • Closed — Permanently closed. No reopening without admin permission.

Settings → Ticket Statuses lets you create additional custom statuses ("Waiting on customer", "Escalated"). Custom statuses can pause SLA timers and are reported separately in analytics.

Ticket fields in the sidebar

Opening a conversation reveals every ticket field in the right sidebar. Edits save instantly — no separate save button.

  • Priority — low, normal, high, urgent. Default is normal.
  • Assignee — The agent responsible for replying. Auto-routing may set this initially.
  • Department — Optional department assignment — workflows can route based on this.
  • Tags — Free-form multi-tags for filtering and workflow conditions.
  • Due date — Optional due date. Surfaces in the dashboard as a warning once overdue.
  • SLA policy — Linked SLA policy controls first-response and resolution targets.

Bulk actions

Select multiple tickets in the list and act on them together.

  • Bulk close: set every selected ticket to Closed.
  • Bulk assign: assign every selected ticket to one agent or department.
  • Bulk soft-delete: move to trash — recoverable until the retention deadline.

Retention & soft-delete

Deleted tickets don't disappear immediately. They land in the trash and are permanently purged after a configurable window.

  • Soft-delete: tickets stay recoverable for 30 days (default, configurable per tenant).
  • Retention purge: a cron job removes data permanently after the deadline — hard-delete including attachments.
  • GDPR delete: on explicit request, PII is anonymized while ticket metadata stays for audit trails.