In ResolvePro, tickets are used to track customer inquiries. When a customer first contacts you (via email or another channel), a new ticket is automatically created. All follow-up messages between you and the customer are added to that ticket until the issue is resolved, the customer is satisfied, and the ticket is closed.
In simple terms, a ticket is a message thread between you and a customer about a single request or problem.
Ticket Thread View #
A ticket consists of the entire conversation between a customer and an agent.
💡 Tip:
You’re doing great if you:
- Respond to tickets quickly
- Resolve and close them efficiently
👀 Keep an eye on your dashboard to track your performance.
Ticket Settings #
Tickets also include metadata to help organize and manage them. For example, each ticket has:
- A customer (and optionally, an assigned agent)
- A status (open, closed, or scheduled for later)
- Group assignments
- Priority levels (high, low, etc.)
For simplicity, we refer to this metadata as ticket settings. These can be adjusted at any time. Below are the two most important settings:
Owner (optional)
The agent currently responsible for handling the ticket.
State
Indicates whether the ticket is still awaiting a response (open) or has been resolved (closed).