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Creating & Tracking Tickets

Omnix includes an integrated ticketing system to track complex customer issues that cannot be resolved in a single chat session. This guide explains how to create, link, and track support tickets directly from the Unified Inbox.

1. Creating a Ticket from a Conversation

When a conversation requires follow-up work (e.g., engineering investigations, shipping claims):

  1. In the right-hand panel (Contact Detail), look for the Tickets section.
  2. Click + New Ticket.
  3. Fill in the ticket details:
    • Title: Short description of the issue (e.g. Incorrect charge on invoice INV-481).
    • Description: Add background info, troubleshooting steps, and customer impact.
    • Priority: Low, Medium, High, or Urgent.
    • Queue: Route the ticket to a team (e.g., Engineering, Finance).
  4. Click Create Ticket.

Once created, the ticket is linked to both the contact and the conversation thread.

2. Tracking Tickets

You can view the list of tickets in two locations:

  • Sidebar Navigation: Click the Tickets tab in the main sidebar. This shows a kanban board or list view of all tickets in the workspace, grouped by status (New, In Progress, On Hold, Closed).
  • Contact Panel: Select a conversation. The right panel will display all active and closed tickets linked to this contact.

3. Resolving and Closing

Updating a ticket's status keeps the customer updated:

  • Adding a Comment: Open the ticket details, write an update, and toggle whether the comment is internal-only or sent to the customer as an email update.
  • Solving a Ticket: Move the ticket status to Closed. If the ticket was linked to a conversation, it will prompt the agent to ask if they also want to mark the conversation as Solved.