Tickets: statuses, topics, tags, priorities, closing

Every customer conversation — from the widget, Telegram, email or Shopify — is a ticket in Chats. Here's everything you can do with one.

Statuses

Status	Meaning
New	The customer wrote, nobody picked it up yet
Waiting for operator	Ball's on your side — the customer waits
Waiting for customer	You replied, waiting for their reaction
Waiting to close	The customer was asked “solved?” — awaiting confirmation (Telegram)
Closed	Conversation finished

Search covers message content; filters are available in the archive of closed dialogs.

Take and reassign

A new ticket belongs to no one: hit “Take the ticket” and it's yours (colleagues see the dialog is taken). You can intercept someone else's ticket, or reassign to another manager from the actions menu (with team search). If the AI agent ran the dialog, there's the reverse too — “Return to AI”.

Classification: topic, priority, tags

• Topic — from the list you define in Topics; in Telegram the customer can pick one before the dialog even starts.
• Priority — Low / Medium / High.
• Tags — free-form labels, as many as you like.

All of it feeds analytics.

Closing

• Suggest closing (Telegram) — the customer is asked whether the issue is solved; on confirmation the ticket closes (status “Waiting to close” meanwhile).
• Close ticket — close immediately.
• Close silently — Telegram channel only: the ticket closes with no message to the customer at all — for spam and dead-end threads. A note for operators stays in the thread.

After a normal close the customer gets a rating request if CSAT is enabled.

The ticket menu — more tools

• Open history of the customer's past conversations.
• Share link to the ticket — for a colleague.
• Download PDF — a transcript of the conversation.
• Go to contact — the CRM card.
• Block customer — into the blocklist.

The internal side

Switch the composer to “Note” — the text is operator-only, the customer never sees it. Messages in a foreign language can be translated in one click (and switched back to the original). In the email channel you also get formatting — bold, italic, links, lists — with a preview before sending.