Conversations without tickets get lost
A visitor describes a problem at 9pm. The bot cannot solve it. Without a ticket, that conversation sits in a log and nobody acts on it.
The ticket is what turns an interaction into tracked work with an owner and a deadline.
When to raise one
- The visitor reports a fault or a problem
- They ask something the bot cannot answer and want a reply
- They ask for a quote, a callback or a booking
- They express dissatisfaction of any kind
- They ask twice about the same thing across sessions
What the ticket should contain
- The full conversation, not a summary
- Their contact details as given
- The pages they were reading
- What specifically the bot could not resolve
- A category, so it routes to the right person
A ticket that says “customer had a question” wastes everyone's time. The whole conversation costs nothing to attach and answers most of what the agent needs.
Set the expectation in the chat
Tell the visitor a ticket has been raised, what the reference is and when to expect a reply. Then meet that.
The gap between “we will get back to you” and a specific promise is the difference between a reassured customer and a chasing one.
Read the ticket categories monthly
The distribution tells you what your content is missing and what your product or process keeps causing. It is free operational insight.
If one category dominates, that is next month's content or process work, chosen from evidence.