Tickets, teams and SLAs

Tickets

Every conversation has at most one active ticket. A ticket moves through new → open → pending / on hold → solved → closed. Replying to a new ticket opens it. A customer reply to a solved ticket reopens it. Closed tickets are final: a later customer message starts a new ticket linked to the old one.

Every change of status, priority, assignee or team is recorded in the ticket's history with who made it.

Teams and assignment

Create teams under Settings → Teams and add members. Owners can assign any ticket. Members can take unassigned tickets in their own teams and hand back their own. Assignment rules route new tickets automatically by criteria you set.

SLAs

Under Settings → SLAs, create a business calendar (time zone, working hours, holidays), then policies with first-response and resolution targets. A policy can match by priority, team or customer tag.

• The first agent reply meets the first-response target.
• Resolution time pauses while a ticket is pending (waiting on the customer).
• Agents are notified when a target is close to breaching and when it is breached. Timers are checked every minute.

Collaboration

In a conversation, switch the composer to Internal note to write to your team. Notes and @mentions are never sent to the customer. Reply templates are shared by owners or kept personal. When a colleague is viewing or writing a reply in the same conversation, you see it. If new messages arrived since you opened the conversation, Custorva asks you to review them before sending.