> ## Documentation Index
> Fetch the complete documentation index at: https://documents.xobito.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Tickets Overview

> Xobito's built-in ticketing system for tracking longer-running support requests alongside your WhatsApp conversations.

The **Support Tickets** module is Xobito's built-in helpdesk. It gives your workspace a place to log, track, and resolve support requests that don't fit neatly into a single WhatsApp thread — billing questions, technical issues, or multi-step troubleshooting that spans days.

## 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     |

<Tip>
  Many teams use both: start a case in the Live Inbox, then open a ticket when the issue clearly needs more than a single reply.
</Tip>

## When to use tickets

<CardGroup cols={2}>
  <Card title="Technical issues" icon="wrench">
    A customer reports a bug. You need to log it, route it to the right team, and come back with a resolution.
  </Card>

  <Card title="Billing disputes" icon="receipt">
    Refund requests, invoice corrections, and anything involving money. Keeps a full record of replies and attachments.
  </Card>

  <Card title="Feature requests" icon="lightbulb">
    Collect, organise, and prioritise customer ideas over time.
  </Card>

  <Card title="Complaints & escalations" icon="triangle-exclamation">
    Serious complaints that need documented handling.
  </Card>
</CardGroup>

## 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. |

<Note>
  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.
</Note>

## 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.

Priority is set by the customer when creating a ticket and can be adjusted by admins afterwards. The list view is filterable by priority.

## 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

When you open a new ticket, you pick a department from the dropdown. The admin users linked to that department are notified by email about the ticket.

<Warning>
  Departments are managed centrally by the **Xobito support team** — not inside your workspace. You cannot add, rename, or delete departments from your Xobito account. The dropdown in the ticket form lists the departments that Xobito has configured for the platform.

  If you need a new department (for example "Integrations" or a region-specific queue), contact Xobito support at **[support@xobito.com](mailto:support@xobito.com)** and we'll add it for you.
</Warning>

<Note>
  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.
</Note>

## Ticket numbers

Every ticket is given a unique, auto-generated ID in the format `TKT-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

<CardGroup cols={2}>
  <Card title="File attachments" icon="paperclip">
    Customers and admins can attach screenshots, PDFs, logs, and documents to the initial ticket and to any reply.
  </Card>

  <Card title="Email notifications" icon="envelope">
    Emails are sent on ticket creation, every reply, and any status change — to the other party.
  </Card>

  <Card title="Priority and department filters" icon="filter">
    Sort your queue by priority, status, and department to triage the day's work.
  </Card>

  <Card title="Reply threading" icon="comments">
    All replies from both sides are preserved on the ticket in chronological order, with attachments.
  </Card>
</CardGroup>

## What's in the Tickets section

<CardGroup cols={2}>
  <Card title="Create a ticket" icon="plus" href="/tickets/create-ticket">
    Open a new ticket from the customer portal.
  </Card>

  <Card title="Manage tickets" icon="list-check" href="/tickets/manage-tickets">
    List, filter, reply, close, and reopen tickets.
  </Card>
</CardGroup>

## 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.

<Note>
  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.
</Note>

## 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

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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, pdf, doc, docx, txt, and zip.
  </Accordion>

  <Accordion title="Is there a character limit on the body and replies?">
    Yes. The ticket body is capped at **1000 characters** on creation. **Client replies** are capped at **2000 characters** (minimum 5). For longer content, attach a document.

    <Note>
      Admin replies may be up to 10,000 characters — useful when support agents include longer explanations or code snippets.
    </Note>
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>