Quick Setup Checklist
Follow these steps to open a ticket from a contact profile and route the conversation to an agent.
Navigate to the Contact
- Click the Contacts tab in the left-hand menu.
- Select the contact you want to assist.
[CAPTURE: Show the Contacts list with a single contact selected and their profile open.]
Open the Ticket Menu
From the contact’s profile, open the menu and choose the ticket action.
- Locate the ☰ menu icon on the right-hand side of the profile.
- Click Open Ticket from the dropdown.
[CAPTURE: Show the contact profile with the ☰ menu expanded and Open Ticket selected.]
Configure the Ticket
The Open Ticket dialog allows you to define who should handle the conversation and what they should know.
Required and Optional Fields
- Topic: Select a topic/category for the ticket.
- Agent: Choose the agent who will handle the conversation (only users with the Agent role appear).
- Context / Notes: Add background information the agent should read before responding.
[CAPTURE: Show the Open Ticket dialog with Topic, Agent, and Notes fields filled in.]
Open the Ticket
- Click Open to create the ticket.
- Go to the Tickets tab to confirm the ticket appears in the list.
Once opened:
- The ticket appears in the Tickets tab.
- The assigned agent can begin chatting with the contact immediately.
- The ticket follows the normal Open / Close workflow.
[CAPTURE: Show a newly created ticket open in the Tickets tab.]
Understand Roles and Permissions
Access depends on the user’s role in the workspace.
- Administrators & Editors: Can open tickets from the Contact page.
- Agents: Can respond to, manage, and close tickets assigned to them.
Common Issues
I don’t see “Open Ticket” on the contact profile menu
Possible causes: You don’t have permission, or ticketing is not enabled for the workspace.
Fix: Confirm you are an Administrator or Editor, and verify ticketing is configured in the workspace.
The Agent dropdown is empty
Possible cause: No users have been added with the Agent role.
Fix: Invite users as Agents under Workspace Settings → Invitations, then retry.
The agent says they don’t have enough context
Cause: Notes/context were not provided (or are too brief).
Fix: Add clear background information when opening the ticket (what happened, what the contact needs, and any relevant identifiers).
I opened a ticket but can’t find it in Tickets
Possible cause: You are viewing a filtered folder (e.g., Closed or a different Topic).
Fix: Switch to All and clear filters, then search by contact name/URN.