Tickets Overview
Some conversations need to be tracked to a resolution, not just answered and forgotten. Loopwave’s tickets give each issue a reference number, a status, a priority, and an owner — so nothing slips.
What a ticket holds
| Field | Description |
|---|---|
| Ref | A human-readable reference (for example TKT-2041). |
| Subject | A short description of the issue. |
| Customer name & phone | Who the ticket is for. |
| Status | open, in_progress, waiting, resolved, closed. |
| Priority | low, med, high, urgent. |
| Assignee | The agent responsible. |
| Tag | A source/category tag (for example chat, keyword, form). |
Ticket statuses
New and unworked.
An agent is actively working it.
Blocked on the customer or a third party.
Fixed; pending confirmation.
Done and archived.
Moving a ticket to resolved or closed is recorded in your activity log.
Priorities
Tickets carry one of four priorities — low, med, high, urgent — so your team
knows what to pick up first. New tickets default to med.
Where tickets come from
Tickets can be created four different ways, from a fully manual agent action to a public self-service form. See Intake methods for all four, and Create from a chat for the most common one.
Permissions
- Agents can create and update tickets.
- Only admins can delete a ticket.
The fastest way to escalate a live conversation.