> For the complete documentation index, see [llms.txt](https://docs.ochats.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.ochats.io/overview/our-features/helpdesk-ticketing-system.md). # Helpdesk Ticketing System ### 🚀 Key Benefits * Zero Dropped Chats: Convert chaotic chat histories into clean, prioritized support tickets. * Omnichannel Tracking: Whether a customer reaches out via WhatsApp, Telegram, LINE, or Email, their issue is centralized in one dashboard. * Clear Accountability: Assign tickets to specific agents or teams to prevent overlapping responses or missed queries. * SLA Management: Track response and resolution times to ensure your customer service standards are always met. *** ### 🛠️ Core Features #### 1. Ticket Creation & Assignment * Manual & Auto-Creation: Instantly turn any incoming message into a ticket with a single click, or set up workflows to auto-generate tickets based on specific keywords. * Smart Routing: Route tickets automatically to the right department (e.g., Sales, Technical Support, Billing) based on the customer's inquiry. #### 2. Status Tracking & Lifecycle Keep everyone on the same page with customizable ticket statuses: * 🟢 Open: New issues awaiting agent review. * 🟡 In Progress: Tickets currently being investigated or handled by an agent. * 🔵 Pending: Awaiting further information or a response from the customer. * ⚫ Resolved/Closed: The issue has been successfully handled. #### 3. Internal Collaboration (Internal Notes) * Agents can leave internal notes within a ticket that are invisible to the customer. * Use this to collaborate with technical teams, tag supervisors for approval, or document case history. #### 4. Ticket History & Context * Every ticket maintains a complete audit log of who handled it, updates made, and when statuses were changed. * Agents can view past resolved tickets from the same contact to get instant context on recurring issues.