The Ticketing Feature in Chat360 captures and organizes all user-raised queries from chat interactions into a centralized ticketing dashboard. Tickets are automatically categorized by status—Open, Resolved, Unassigned, and Pinned giving administrators and team managers a clear, at-a-glance view of ongoing support activities.

1. Navigate to side menu panel → Ticketing in the Chat360 sidebar.

2. The dashboard displays four status tabs: Open, Resolved, Unassigned, and Pinned.

3. Use the Download button at the top-right to export the current view as a CSV for reporting or audit purposes.

• Open: Conversations actively in progress or awaiting follow-up.
• Resolved: Tickets marked complete once the customer’s issue has been addressed.
• Unassigned: Newly created tickets queued and waiting for agent assignment.
• Pinned: Tickets flagged for priority attention or later review, always appearing at the top of the list.

• Change Status: Click the status dropdown on any ticket to move it between Open, Resolved, Unassigned
• Merge Tickets: Select multiple tickets (e.g., duplicate queries from the same customer) and click Merge to consolidate them into a single thread.
• Create New Ticket: Click Add New to manually log a ticket—enter user details, the issue description, and initial priority.
• Download Reports: Export ticket lists, filtered by status or date range, to analyze volume, resolution times, and workload distribution.

• Tickets are auto-generated for every new chat session or user-raised issue.
• Administrators and managers have full CRUD permissions to update ticket statuses, reassign owners, add internal notes, or pin important threads.
• The dashboard dynamically refreshes to reflect live chat activity, ensuring real-time visibility into support operations.