Support Tickets
Ticket > Support Tickets is the main queue for issues that HeiChat could not or should not close entirely inside chat.
How tickets are created
Support tickets commonly come from:
- AI Smart Tickets
- Need Help submissions
- Feedback Widget submissions with images on supported plans
That means this list can combine both AI escalations and explicit customer requests for human help.
What the list shows
Your team can usually review:
- Ticket ID
- Customer name
- Contact details
- Ticket type
- Status
- Last update time
Useful filters include:
- Ticket ID
- Status
- Last update date range
- Sort by created time or last update
What to inspect inside a ticket
A ticket detail view typically includes:
- Customer information
- Issue summary
- Ticket status and notes
- Related conversation link
- Attachments for feedback tickets
- AI Ticket Insights for AI-generated tickets
What AI Ticket Insights tells you
For AI-created tickets, this section helps agents get up to speed quickly.
It often includes:
- Topic
- Overview
- Key issues
- User information
- Emotion analysis
- Suggested solutions
These insights are useful for triage, but sensitive or high-value cases should still be checked against the original conversation.
A practical working pattern
- Filter for
Newtickets first. - Read the summary and AI insights.
- Open the linked conversation if you need full context.
- Update ticket status and notes immediately after action.
- Close only when the case is truly resolved.