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Tickets lets you manage and organize support requests in one place. Open Operate → Tickets. These are Botcadence tickets stored on the project. They are not Freshdesk or Zendesk. Agents can also open tickets with the Create ticket workflow tool.

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Ticket list

Header actions and filters:
  • Search tickets
  • Status — New, Open, In Progress, Waiting on Customer, On Hold, Resolved, Closed
  • Select Date Range
  • Create Ticket
Stats cards: Open Work (new, open, and in progress), Waiting (customer or hold), Resolved (ready to close), Total Tickets. Columns: ID, Name, Issue, Status, Priority, Created, Updated, Conversation. Conversation links can open chat, inbound call, or campaign call threads. Empty state: No Tickets Found.

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Create a ticket

1

Open Create Ticket

Select Create Ticket. Subtitle: add a support request with customer context.
2

Enter customer and request

Fill Customer Name, Email Address, Phone Number, Priority (Low, Normal, High, Urgent), and Issue. Customer name, issue, and either email or phone are required.
3

Save

Select Create Ticket.
The new ticket opens as Ticket # with status and priority you set. It appears in the list.
You can also start from a customer profile with Create Ticket.

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Ticket detail

Title: Ticket # (sequential number for the project). Review the request, update status and priority, and reply to the customer.
  • Conversation — jump to the linked chat or call when present.
  • Composer tabs: Internal note (private) and Reply to customer (sent to the customer by email). Use Send after composing.
  • Timeline chips: Customer request, Private note, Sent to customer.
  • Rail: Full name, Email, Phone, Status, Priority, Channel, Created, Updated.
If no replies have been sent yet, messages you send under Reply to customer go to the customer by email.

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Agent-created tickets

Enable Create ticket on a workflow Tools tab so the AI can collect name, issue, and email or phone, then open a ticket for staff follow-up. For an immediate live human, use Transfer or Escalate to on-call instead.