# Tickets Cases another team needs to handle (warehouse, finance, technical) without taking the conversation away from the agent handling it. ## Creating tickets - **From a conversation**: open it in Interaction and click **Ticket** in the conversation header (or **Create ticket** in the Tickets tab of the detail panel). The subject and the customer's last message are filled in. The conversation gets a system note "created ticket TKT-…". - **From a contact profile**: click **Create ticket** on the contact page. - **From the Tickets menu**: click **New ticket** for an internal ticket (a contact is optional). - **Via the API**: `POST /api/v1/tickets` — the same path the app uses (and, later, the AI agent). Every ticket has a `TKT-000123` number, subject, description, priority (Low, Normal, High, Urgent), an optional due date, a **Back Office team** (required), and optional **assignees** from that team. Assignees get a notification and an email (can be turned off in Settings → General); when no assignee is set, every team member is notified and anyone in the team can pick it up. ## Custom ticket fields - Need extra data, e.g. the courier, a replacement tracking number, or a cost covered by the store? Create the field first in **Manage → Labels & custom fields → Custom fields → Tickets** (text, number, date, or choice). - Ticket fields appear in the **Create ticket** dialog (optional) and in the **Custom fields** panel of the ticket page. Ticket managers change them with the **Edit** button; every change is recorded in the ticket log ("changed fields: …"). - Via the API: `custom` `{key: value}` on `POST /tickets` and `PATCH /tickets/{id}`. More in [Custom fields](https://onix.sassly.ai/en/docs/kontak#field-kustom). ## Who can see a ticket - **Participants** can always open it: assignees, the creator, and members mentioned with `@name` in the discussion (they become followers). - Tickets **without an assignee** are visible to every member of their Back Office team (on the WhatsApp numbers they can open). Once a ticket has an assignee, other team members no longer see it; if the last assignee is removed, the whole team sees it again. - The Owner, admin roles, and members with "Can view all data" see every ticket. Details are in [Teams & data access](https://onix.sassly.ai/en/docs/tim). - Changing status, priority, due date, team, and assignees requires *Change … tickets* access. Moving a ticket to another team releases assignees who aren't in the new team. Followers can unfollow themselves. ## Statuses **Open** → **In progress** → **Waiting** → **Resolved** → **Closed**. Statuses can move freely (a finished ticket can be reopened). The **Active** tab in Tickets holds Open, In progress, and Waiting. Active tickets past their due date are marked *Overdue*. Every change is recorded in the ticket log. On Pro & Custom, tickets without a due date have a **resolve-by target** based on their priority (defaults: Urgent 4 hours, High 8, Normal 24, Low 72 — counted in business hours, changeable in Settings → KPI targets). The ticket page & list show the target; the assignee is notified as it gets close and passes it, ticket managers when it is far past. See [KPIs & SLA](https://onix.sassly.ai/en/docs/kpi). ## Discussion room - Discussion messages appear instantly (real time) for every participant viewing the ticket. - Type `@` to pick a member to mention; they get a notification (and an email if enabled) and can open the ticket. - Attach up to 5 files per message (photos, video, audio, PDF, Office documents). Files are stored privately and only participants can download them. - `Ctrl`+`Enter` sends the message. ## Feedback & conclusions for the agent - **Send as feedback** under a discussion message forwards it to the original conversation as an *internal note* linked to the ticket (not sent to the customer). - **Write conclusion** saves a resolution summary on the ticket and sends it to the original conversation. Members who can change tickets can also mark the ticket **Resolved** at the same time. - The agent handling the conversation (the assignee, or the first one who replied) is notified. In the inbox the conversation shows a **Feedback** marker and a banner with **Use as draft**, **Open ticket**, and **Mark as read**. The **Has ticket feedback** filter collects conversations that still need follow-up. - The marker clears when the agent marks it read, replies to the customer, or marks the conversation Solved/Closed. ## Messages & update requests from the conversation - The agent handling the original conversation — even without access to the Tickets menu — can **Request update** or **Send message** from the **Tickets** tab of the conversation's detail panel (see [Inbox](https://onix.sassly.ai/en/docs/inbox#tab-tiket)). - These go into the discussion room marked **From conversation INT-…** or **Update request from INT-…**; the ticket's assignees (or the whole team when there is no assignee yet) are notified. - While a request is unanswered, the ticket header and the ticket list show **Update requested**. A request counts as answered when the team sends feedback, writes a conclusion, or resolves the ticket — and the person who asked is notified. ## Quota The number of tickets per month follows your plan (see [Plans & billing](https://onix.sassly.ai/en/docs/paket)); tickets count when created and the quota resets at the start of each month in the workspace time zone. This month's usage is on the Dashboard. ## Via the API `GET /tickets`, `POST /tickets`, `PATCH /tickets/{id}`, the discussion at `/tickets/{id}/messages`, feedback, and conclusions. Details in the [API documentation](https://onix.sassly.ai/en/docs/api).