Tickets

A conversation is a single thread. A ticket is a unit of work — usually born from a conversation but tracked separately because it might outlive that thread, span multiple channels, or need engineering involvement.

When to make a ticket

The customer’s issue can’t be solved on this call.
Multiple conversations are about the same underlying problem.
The work needs to leave the support team (engineering, finance, ops).
You need an SLA and an audit trail beyond what a conversation gives you.

If the conversation can be solved end-to-end in the inbox, don’t make a ticket — the conversation already has the metadata you need.

Anatomy of a ticket

Field	What it does
Title	Short summary.
Status	`Open`, `In progress`, `Waiting`, `Resolved`, `Closed`.
Priority	`Low`, `Normal`, `High`, `Urgent`. Drives SLA.
Assignee	Who owns it now.
Team	Routing scope.
Tags	Free-form labels.
Linked conversations	One or more inbox threads.
Linked contacts	Who’s affected.
SLA	Time-to-first-response and time-to-resolution.
Custom fields	Anything your workspace defines (e.g. `vendor_ticket_id`).

Create a ticket

From…	How
A conversation	Click Convert to ticket in the conversation header.
The Tickets page	New ticket button; pick a customer, write a title.
An automation rule	Trigger from a tag, keyword, or routing condition.
The API	`POST /api/v1/tickets`.

Converting a conversation to a ticket keeps the conversation linked. Replies to the customer still go through the original channel; internal notes on the ticket stay on the ticket.

Statuses and SLA

Each status has an SLA timer:

Status	Counts toward SLA?
Open	Yes
In progress	Yes
Waiting	No (customer or vendor side)
Resolved	No
Closed	No

Use Waiting liberally — it stops the clock without losing the ticket. SLA breach alerts fire if a ticket sits in Open or In progress past the configured threshold.

Merging duplicates

Multiple conversations about the same issue → merge their tickets:

Open one of the tickets.
Click Merge → pick the other ticket.
The destination ticket inherits all conversations, notes, and tags.
The source ticket is closed with a merged_into reference.

Merges are reversible from the audit log within 30 days.

Linking to engineering

Most product issues escalate to engineering. Common patterns:

One-way push — the integration creates a Linear/Jira issue and links the URL.
Bidirectional sync — status changes flow both ways.
Slack thread — the ticket has a thread in a fixed Slack channel.

See integrations for setup.

Bulk operations

Select tickets to bulk-assign, bulk-tag, bulk-status-change. Useful for triaging an inbox after a long weekend.

Don’t auto-close stale tickets without a notification. A ticket sitting in Waiting for 30 days might be a real customer who fell through the cracks — auto-close should ping the assignee, not just shut the ticket.

Open in Omniflow

If you want to…	Go to
Reply on the original channel	Unified Inbox
Link a ticket to engineering	Integrations overview
Set SLA timers	SLA & Business Hours
Auto-create tickets	Routing Rules