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Tickets

A kanban for quote, callback, emergency, complaint, and general requests.

Communications → Tickets (/tickets) is a board with three columns: Open, In Progress, and Completed. There is no nested ticket URL; the card opens a drawer.

What it is

Subtitle: “Action items from Voice, Text, and Web Chat conversations.” Loading kicker Inbox Pro. Header pills: {n} Open · {n} In Progress. This is not CRM and not Conversations, though a ticket can link back to the thread.

Open the screen

Click Tickets. Without Inbox Pro you see the add-on page. Loader: Loading tickets…. You can also land here from a conversation’s Create ticket.

What the page shows

Cards show name, contact, summary, channel and type chips, {score}, assignee, and timestamp. An empty column has no special empty copy.

Controls

  • Search placeholder Search tickets...
  • Sort: Newest · Oldest · Score · Urgency
  • Type: All · Quote Request · Callback Request · Emergency · Complaint · General Inquiry
  • Channel: All · Voice · Text · Web Chat

Drawer: name, contact, channel, type, {n} Lead Score.

  • Stage — Open / In Progress / Completed
  • AI Summary (“No AI summary yet.”)
  • AI Transcript (“No full conversation transcript available.”)
  • Created
  • Assigned to — Unassigned or a teammate from My Team
  • Internal notes — placeholder Add an internal note... · + Save note · Delete
  • View full conversation thread
  • Quick actions: Call · Text · composer Send a message to this contact...

Typical workflow

  1. Filter Emergency or sort Urgency.
  2. Open the card. Assign a teammate. Set stage to In Progress.
  3. Save an internal note. Text the guest from the drawer if they should hear from a person.
  4. Move to Completed when the request is done.

Empty, locked, or preview-only

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