What It Does #
The Ticket System lets customers create support tickets from the chat. When the AI detects that the user wants to speak to someone, report an issue, or create a ticket, it shows a form in the chat. The customer submits it and you get a new ticket plus email notifications. You manage and reply to tickets from Helpmate → Inbox (Tickets view). Result: no lost conversations, clear audit trail, and the option to convert tickets into CRM tasks.
Requirements #
- Chatbot — The AI chatbot must be set up (API key and knowledge base). The ticket form is shown by the chatbot when it detects ticket-related intent.
Ticket System is on by default. It is available on both free and Pro plans.
How It Works for the Customer #
- Customer opens the chat and asks to contact support, report a problem, or create a ticket (e.g. “I need to speak to someone”, “I want to open a support ticket”).
- The AI recognizes the intent and shows a ticket form in the chat with the message: “Please fill the form to create a new ticket.”
Customer fills in: 3. Subject (required) 4. Email (required) 5. Message (required)
- They click Submit Ticket. The ticket is created and they see a confirmation in the chat.
On the backend, the ticket is stored with optional name and priority (default: normal). An email is sent to you (or your configured admins) and a confirmation email is sent to the customer. If you use the CRM, a contact can be created or linked automatically from the ticket email.
Managing Tickets #
Open Helpmate → Inbox and switch to the Tickets view (or use the sidebar link that goes directly to the tickets inbox). There you can:
- View all tickets — List of tickets with subject, status, and date.
- Open a ticket — See the full thread (customer message and any replies).
- Reply — Add replies as the support role. The customer can reply from their side (e.g. via email or a reply flow if you have one).
- Update status — Change ticket status (e.g. open, in progress, resolved) as you work on it.
- Convert to task — Turn a ticket into a CRM task so you can assign and track it in your task list.
New tickets can trigger an in-app notification and increment the ticket unread count so your team sees them quickly.
Ticket Form Fields (Summary) #
| Field | Required | Notes |
|---|---|---|
| Subject | Yes | Short summary of the issue or request. |
| Yes | Used to send confirmation and to link or create a CRM contact. | |
| Message | Yes | Full description of the issue or request. |
| Name | No | Optional; stored in ticket metadata and used for contact creation. |
| Priority | No | Optional; defaults to “normal” if not set. |
Integration with Live Chat and CRM #
- Live chat (Pro) — If a customer asks for live chat and it’s unavailable or you’re on the free plan, the chatbot can suggest creating a support ticket instead so the request isn’t lost.
- CRM — Tickets can be linked to a contact (by email). You can convert a ticket to a CRM task for assignment and follow-up.
Summary #
| Item | Details |
|---|---|
| Where to manage | Helpmate → Inbox → Tickets view |
| Pro required | No; available on free and Pro |
| Customer flow | Ask for support in chat → AI shows form → Submit Subject, Email, Message |
| After submit | Ticket created; admin and customer emails sent; optional CRM contact/task |
Related:
AI Chatbot with Knowledge-base · Order Tracker · Never Lose a Customer: Master Support with a Ticket System
