Skip to main content
A person has one thread in the Inbox across every channel. The Tickets battery splits that thread into tickets, one for each problem. When the customer writes and there is no live ticket, a new one opens. The Inbox then shows where one problem ended and the next began. Tickets are deliberately light: a status, a priority, an assignee, a category and notes.
Your plan must include Tickets.
Tickets work on SMS, WhatsApp and RCS conversations alike.

​
How a ticket moves

A ticket opens when the customer writes, when someone on your team starts one, or when an AI agent does. A reply to a broadcast can open one too; a broadcast itself never does. On its own, OMNI also:
  • solves a pending ticket when the customer hasn’t replied for a while;
  • closes a solved ticket after a while, so it can no longer reopen.
The times are set in Settings.

​
Tickets in the Inbox

In a conversation, a bar above the thread shows the live ticket: its number, subject, status (Open, Pending, Solve) and category. Change any of them there, or start a new ticket — which solves the current one first. The ticket’s assignee and priority are the thread’s own, set in the conversation’s header. The thread is divided into its tickets, with earlier ones folded away.
  • Send & pending sends your reply, then sets the open ticket to pending.
  • Internal note adds a note only your team sees.
When Keep the thread and its ticket in step is on, closing the thread solves its ticket, and solving the ticket closes the thread. A contact’s page shows their tickets, with See all for the full list.

​
The tickets list

Tickets lists every ticket, a view at a time. A row opens the person’s thread in the Inbox.
The tickets list with open and pending tickets, priority, category and assignee

The tickets list

Tiles at the top show:
  • Open — with how many are unassigned and yours;
  • Pending customer — waiting on a reply;
  • Solved in the last days — and how many of them by AI;
  • First reply · median — over the last 7 days, and for people only.
Views: Open & pending, Mine, Unassigned, Handed off by AI, Solved by AI and All. Search by number or subject, and filter by priority (Normal, High, Urgent), category, assignee, who handled it (AI, A person, AI → person) and status. You can hide columns you don’t need.

​
Settings

Tickets → Settings sets how threads are split into tickets.

​
Categories

Categories are optional. Use them to filter and report tickets by what they’re about — “Returns & refunds”, say. Give each a name and a colour. Deleting a category keeps its tickets; they just lose the category.

​
Earlier conversations

Conversations from before you had Tickets can be split into tickets once, by quiet gaps.
1

Choose the gap

Say how many hours of quiet start a new ticket.
2

See how many

See how many tells you how many tickets would be made from how many conversations.
3

Split

Split earlier conversations runs in the background. Past tickets are marked closed, and you get a notice when it’s done.

​
With AI agents

When your plan also includes AI Agents:
  • An agent gives the live ticket a clear subject, priority and category, and solves it once the customer’s problem is really settled. Support agents do this on their own by default.
  • When an agent hands a conversation to a person, it writes a short summary on the ticket as a note, and the hand-over goes to whoever you chose with the fewest open tickets.
  • Workflows gain Ticket is (new, reopened, ongoing or no ticket), Set ticket and Add ticket note blocks.
  • Solved tickets can suggest new FAQs for Knowledge.

​
Who may use Tickets

An Owner or Admin can change these on the Roles screen. See Team and roles.