Tickets vs. the live chat inbox
Both tools help you talk to customers — but they serve different jobs.| Use the Live Inbox for… | Use Tickets for… |
|---|---|
| Quick real-time WhatsApp replies | Issues that take hours or days to resolve |
| Conversations that fit the 24-hour window | Cases needing escalation or a paper trail |
| One-shot questions (“what time do you close?”) | Multi-step troubleshooting |
| Campaign replies and marketing follow-ups | Tracking a case across email + chat |
| Bot flows handling FAQs | Anything you may need to review later |
When to use tickets
Technical issues
A customer reports a bug. You need to log it, route it to the right team, and come back with a resolution.
Billing disputes
Refund requests, invoice corrections, and anything involving money. Keeps a full record of replies and attachments.
Feature requests
Collect, organise, and prioritise customer ideas over time.
Complaints & escalations
Serious complaints that need documented handling.
Ticket statuses
Every ticket is in one of three statuses:| Status | Meaning |
|---|---|
| Open | New ticket awaiting the team’s first response. |
| Answered | An admin has replied — waiting on the customer. |
| Closed | Resolved. Can be reopened by creating a new ticket or by an admin action. |
A ticket moves from Open → Answered automatically the moment an admin posts the first reply. Moving a ticket to Closed is a deliberate action — done from the ticket view with the close button.
Priorities
Tickets can be set to one of four priority levels:- Low — nice-to-have, not time-sensitive.
- Medium — normal business-hours response.
- High — needs attention today; revenue-impacting or escalated.
- Urgent — top of the queue; outages, critical blockers, or VIP cases.
Departments
Departments route tickets to the right team. Common examples:- Sales — pre-purchase questions, pricing, demos
- Support — product usage, troubleshooting
- Billing — invoices, refunds, subscription changes
- Technical — bugs, integrations
Each department has a name, a description, an active/inactive status, and a list of admin users who receive the email notifications when a ticket is opened in that department.
Ticket numbers
Every ticket is given a unique, auto-generated ID in the formatTKT-000001, TKT-000002, and so on — a padded six-digit sequence. The ticket ID is what you’ll quote when referring to a case in email or chat.
Key features
File attachments
Customers and admins can attach screenshots, PDFs, logs, and documents to the initial ticket and to any reply.
Email notifications
Emails are sent on ticket creation, every reply, and any status change — to the other party.
Priority and department filters
Sort your queue by priority, status, and department to triage the day’s work.
Reply threading
All replies from both sides are preserved on the ticket in chronological order, with attachments.
What’s in the Tickets section
Create a ticket
Open a new ticket from the customer portal.
Manage tickets
List, filter, reply, close, and reopen tickets.
Customer portal experience
Customers access tickets from their own portal at/{subdomain}/tickets (where {subdomain} is your workspace’s URL slug). From there they can:
- View all of their tickets and the current status of each.
- Open a new ticket — pick a department, set a priority, add attachments.
- Reply to an existing ticket.
- Close a ticket themselves once it’s resolved.
- Download any attachments from the thread.
If you run a Xobito workspace that supports end-customers directly, share the portal URL with them. They can bookmark it and track their own tickets without agent help.
The portal routes
For reference, the customer-side ticket routes are:| Action | Route |
|---|---|
| List my tickets | GET /{subdomain}/tickets |
| New ticket form | GET /{subdomain}/tickets/create |
| Submit a new ticket | POST /{subdomain}/tickets/store |
| View a ticket | GET /{subdomain}/tickets/{ticket} |
| Reply to a ticket | POST /{subdomain}/tickets/{ticket}/reply |
| Close a ticket | POST /{subdomain}/tickets/{ticket}/close |
| Download an attachment | GET /{subdomain}/tickets/{ticket}/download |
{subdomain} is your workspace’s URL slug; {ticket} is the ticket record.
Frequently asked questions
Where do ticket attachments get stored?
Where do ticket attachments get stored?
Attachments are stored on the workspace’s public disk under
tickets/{tenant_id}/replies/. They’re served to authorised users who are part of the ticket thread.How many files can be attached to a ticket?
How many files can be attached to a ticket?
On ticket creation, up to 5 files, 10 MB each. On replies, the per-file limit is also 10 MB. Allowed types are jpg, jpeg, png, gif, pdf, doc, docx, txt, and zip.
Is there a character limit on the body and replies?
Is there a character limit on the body and replies?
Yes. The ticket body is capped at 1000 characters on creation. Each reply is capped at 2000 characters (minimum 5). For longer content, attach a document.
Can customers reopen a closed ticket?
Can customers reopen a closed ticket?
A closed ticket is archived. For a follow-up issue, the customer opens a new ticket from the portal. Admins can revisit any ticket in the history.
Do tickets fire webhooks to my systems?
Do tickets fire webhooks to my systems?
No. The outbound webhooks system in Xobito does not include ticket events — tickets are UI-only. If you need to automate on tickets, monitor the email notifications or reply through the UI.
Is there an API for tickets?
Is there an API for tickets?
No. The tickets module has no public REST API — all creation, replies, and status changes go through the web UI.