Tickets
Understand tickets in Robylon, create a ticket for a customer or a back-office ticket from a conversation, and track status and priority.
A ticket is a support request your team tracks until it is resolved. Every email a customer sends becomes a ticket, and agents can also create tickets by hand, for example to log a phone request or follow up on a chat. Tickets use the same assignment, SLA and property rules as chats.
Tickets live in the unified inbox, alongside chats. The Emails & Tickets icon in the left sidebar opens an older list that shows tickets from a connected Freshdesk, Zendesk, Zoho Desk, Salesforce Ticket or Vtiger helpdesk; Robylon Email tickets are not listed there.
Create a ticket
Click New Ticket at the bottom of the conversation list, choose a template or start from scratch, fill in the details and click Create Ticket.
Start a new ticket
In the inbox, click New Ticket. (Its menu also has New WhatsApp conversation and New call.)
Choose a template
Pick a ticket template to pre-fill the subject, description and properties, click Browse all templates to see them all, or choose Start from scratch. Click Next.
Fill in the ticket
Set the Internal email (the connected mailbox the ticket belongs to; your default is pre-selected), the Customer email, and optional CC and BCC. Add a Subject and Description.
Decide whether to email the customer
Choose whether to send the ticket email to the customer, and whether to Embed CSAT survey in it. See CSAT forms.
Fill in properties
Fill in any required properties under Properties, and use Add property for others.
Create it
Click Create Ticket.
Back-office tickets
A back-office ticket is an internal task linked to a customer conversation, raised for a team outside support to act on. Create one from the Backoffice tickets section of the details panel with the + button. Back-office tickets on a conversation are listed in the same section, and new replies on them appear live.
In the conversation list, a conversation with back-office tickets shows a chip with how many it has. Hover over it to see the count and any new replies, for example “2 backoffice tickets · 1 new reply”.
| Chip | Meaning |
|---|---|
| Grey | The conversation has back-office tickets, with nothing new. |
| Blue, with a dot | A back-office ticket has a reply you have not read. |
| Yellow ring | A back-office ticket matches your current search. Shown on top of grey or blue. |
When you open the conversation, a line under the header points to the ticket: Backoffice ticket #N with its new replies, or Search match in backoffice ticket #N after a search. Click View to open it. In the Backoffice tickets section, unread tickets show N new replies and matching tickets have a yellow ring.
Inbox search also looks inside back-office tickets. Searching for a back-office ticket’s chat ID, its customer email or text from its messages returns the conversation it belongs to.
Ticket statuses
Every ticket and conversation has a status. These are the default statuses:
| Status | Meaning |
|---|---|
| Open | Active and needs work. |
| In Progress | An agent is working on it. |
| Waiting on Agent | The customer replied last; your team owes a reply. |
| Waiting on Customer | Your team replied and is waiting for the customer. |
| Waiting on 3rd Party | Waiting on someone outside your team, for example a courier. |
| Resolved | The issue is solved. |
| Closed | Finished. |
The list is not fixed. You can add your own statuses, for example “Awaiting refund”, as values of the status property in Settings → Data & Developer → Properties. The default statuses cannot be removed; ones you add can. See properties.
A property can be required before a status change or before closing, so agents fill in key details, for example the order number.
Set priority
Set Priority in the details panel. Filter by priority in the inbox with the Priority filter.
Priority can be Low, Medium, High or Urgent. It does not change the order conversations are assigned in.
Ticket assignment and timing
Tickets follow the same rules as chats:
- Queues and groups decide who gets them.
- Assignment limits cap how many each agent holds (the Email limit).
- SLAs track first response, next response and resolution times.