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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. Workflow Create ticket and status tools use Botcadence Ticket Service by default. If you connect Freshdesk, Intercom, or Zendesk under Integrations and select that connection on those tools, agent tickets are created and looked up in that helpdesk instead. This page still shows only Botcadence-native tickets.

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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.