Quick Setup Checklist
Use the Open Tickets Smart Group to identify contacts with unresolved tickets and prevent duplicate outreach.
Find the Open Tickets Smart Group
The Open Tickets Smart Group is created automatically and appears in your Groups list.
- Go to the Contacts tab.
- In the Groups section, select Open Tickets.
[CAPTURE: Show the Contacts page with Open Tickets visible in the Groups list.]
Important: You do not need to create or manage this group manually. Membership updates automatically.
View Contacts With Open Tickets
When you open Open Tickets, the list shows all contacts who currently have at least one unresolved ticket.
- Contacts remain in the group while they have one or more open tickets.
- Contacts are removed automatically once all of their tickets are closed.
[CAPTURE: Show the Open Tickets Smart Group open, displaying a list of contacts.]
Tip: If a contact has multiple tickets, they stay in the group until every ticket is closed.
Follow Up Using Broadcasts or Flows
Use the Open Tickets Smart Group to coordinate follow-ups and reporting while cases are still active.
Common actions
- Send reminder broadcasts to contacts who still need support.
- Start follow-up flows (when appropriate).
- Add contacts to escalation or reporting groups (via flows or manual actions).
- Exclude contacts with open tickets from broad outreach campaigns.
Important: This group is especially useful for preventing duplicate outreach during active support cases.
Include or Exclude Open Tickets in Triggers
The Open Tickets Smart Group is useful when configuring Triggers (scheduled flows, follow-ups, or segmentation rules).
Example: exclude contacts with open tickets
- Configure a trigger for a scheduled flow.
- Exclude the Open Tickets group from the audience.
- Only contacts without active tickets enter the automation.
[CAPTURE: Show a Trigger configuration screen where Open Tickets is excluded from the audience.]
Important: Excluding Open Tickets helps avoid sending automated messages while a human agent is already assisting the contact.
Understand How Membership Updates
Membership is fully automatic and updates in real time.
- A contact is added when a ticket is opened.
- A contact is removed when all of their tickets are closed.
- No configuration or maintenance is required.
Note: The Open Tickets Smart Group cannot be edited or deleted.
Common Issues
I don’t see the Open Tickets Smart Group
Possible cause: Ticketing is not enabled in the workspace, or you don’t have permission to view Tickets features.
Fix: Confirm ticketing is enabled and that your role has access to Tickets and Contacts groups.
A contact is still listed after the ticket was closed
Possible cause: The contact has more than one ticket and at least one is still open.
Fix: Check the contact’s ticket list and ensure all tickets are closed.
The group looks empty but I know there are open tickets
Possible cause: You are viewing a filtered Contacts view or searching within the group list.
Fix: Clear filters/search and reopen Open Tickets from the Groups list.
Contacts are receiving automated messages while a ticket is open
Cause: Your trigger, broadcast, or campaign is not excluding contacts with open tickets.
Fix: Update targeting rules to exclude the Open Tickets Smart Group where appropriate.