Start with what you know.
Use the conversation’s customer and eligible assignment details as a starting point. Give the case a clear title, priority and description.
The TruCom platform Tickets
Invitation emails
For the work that needs a follow-through
A next step your team can follow.
Keep the promise after the reply.
Some requests need an investigation, another department or a little more time. Give that work an owner and a clear path to resolution.
A clear owner. The context to help.A next step your team can follow.
AOAda OkaforIn Progress
Invitation emails
aren’t arriving.
- Owner
- Amara
- Department
- Support
- Priority
- High
Public ticket correspondence
Internal context · For the team
Private note · Amara
Ada has checked the address and spam folder. Please check delivery before asking them to try the same steps again.
- Assigned to AmaraSupport department
- Priority set to HighThe change stays in the activity history
- Private note addedContext for the next teammate
Related website conversation · Example
The question started here.
Ada Can you help me get my teammate into our workspace?
Amara We’ll look into the invitation. I’m opening a ticket so the team can follow it through.
The original chat stays linked. Ticket updates have their own correspondence thread.
Explore the shared inboxProduct example. Explore customer updates, private team work and the linked conversation.
Give the work an owner.Keep the context connected.Follow it through to an outcome.
Keep helping after the conversationWhen the answer needs more work,
When the answer needs more work,
give it a case.
An investigation, a billing question or an issue for another department may take longer than a chat. Create a ticket from the conversation and keep that follow-up connected to the customer and the context.
Where the question beganExample conversation
Ada · Website chat“The invitation still
“The invitation still
hasn’t arrived.”
The customer has already checked the address and spam folder. The team needs to investigate delivery.
Explore the shared inboxThe work that followsLinked ticket
Ticket #1048
Investigate invitation delivery.
- Customer
- Ada Okafor
- Owner
- Amara · Support
- Related context
- Original website conversation
Keep the original close.
The chat stays linked to the ticket, with its own messages and attachments. Your team can return to the source when it needs the full context.
Choose how the conversation ends.
Continue chatting after creating the ticket, or choose to end the conversation and carry on with the follow-up.
Tickets can also be created manually or arrive through your enabled Support Centre. A case can stand on its own without a related live conversation.
Make the next person’s job easierA clear owner.
A clear owner.
A handoff with a reason.
Assign the ticket to a department and an eligible teammate, set its priority and add issue tags that help the team understand the work.
When another team needs to take over, escalate with a destination, priority and reason. The escalation history records how the case moved, so the next person has more to work with than a new name on the ticket.
Use private notes for findings and internal context. Assignment, status, priority and other case changes leave an activity history your team can follow.
Pass on the work and the contextEscalation example
FromAmaraSupport
ToChidiEngineering
Reason for escalation
The address and spam folder have been checked. Please review invitation delivery and let Support know what to tell Ada.
Priority · HighReason kept in case history
Know what needs your attentionFind the case.
Find the case.
See what it needs next.
Search by the details you remember, then narrow the list with status, priority, department, assignee or issue tags. Use the queues to focus on your own work, waiting cases, resolved requests or escalations.
A few requests on the team’s deskQueue example
#1053 · Billing
OpenAmaraA correction to the receipt
#1055 · Account review
Waiting on CustomerTomiA little more information needed
#1058 · Export issue
Waiting InternallyChidi · EscalatedThe export stops before it finishes
Choose a queue to explore the example. Waiting includes customer and internal waits.
Give time the attention it needsSee the work
See the work
that’s getting close.
Set first-response and resolution targets by priority. Due-soon and overdue states help your team notice requests that need attention and understand where support is falling behind.
A target for the first reply.
The first public agent reply records the response time. Your team can see whether the configured target was met.
A target for the outcome.
Track resolution separately from the first response. A quick reply can begin the work while the issue still needs investigation.
A pause when the customer is needed.
When you enable it, Waiting on Customer pauses active service clocks. Leaving that state adds the pause time back to the deadlines.
Service targetsIllustrative states
The team is working on itA reply is in.
- First response
- Met
- Resolution
- Due soon
A reply is in.
The investigation continues.
The response target is complete. The resolution target shows that the remaining work needs attention.
Waiting-on-customer pause enabledThe next detail
- First response
- Met
- Resolution
- Paused
The next detail
needs to come from the customer.
The unfinished resolution clock is paused while this configured waiting state applies. The completed first response stays recorded.
An example resolved within its targetThe outcome
- First response
- Met
- Resolution
- Met
The outcome
has been recorded.
Resolution records when the issue was solved. Completed targets can be met or breached according to the actual timing.
Targets and pause behaviour follow your workspace settings.
Keep the customer part of the follow-upGive them a way
Give them a way
to see what happened next.
Customer-facing ticket replies have their own thread. Share an update, ask for another detail and include supported files when attachments are enabled.
Configure ticket emails for creation, team replies and status changes. Customers can return through a secure ticket link and, when required, their Support Centre account.
In the Support Centre, they can review their own requests, read the conversation and reply when the ticket allows it. Your team’s private notes and operational activity stay separate from that correspondence.
Explore the Support CentreA clear update for AdaCustomer-view example
Ticket #1048 · Public replyWe’ve found what
We’ve found what
was delaying the invitation.
Thanks for your patience, Ada. The delivery issue has been corrected. Please try the invitation again and let us know if it still doesn’t arrive.
Resolved
The team believes the issue is solved. More work can still bring it back into progress.
Closed
The case is finalized. A later follow-up needs a new case rather than reopening this one.
Put the follow-up to work across support
Keep the work connected.
A ticket can help with more than the immediate request. Use its events for routine next steps, learn from the outcome and connect recurring problems to product feedback.
Automations
Give routine work a next step.
Use supported ticket events and conditions to assign work, change priority, update status or tags and notify the right people.
Customer follow-upAsk about the outcome.
Let customers follow their requests, read replies and share configured satisfaction feedback when ticket work is complete.
Feature requestsConnect the request to the idea.
Link support evidence to a feature request so your team can understand which customer needs sit behind an improvement.
A few useful answersBefore the first
Before the first
follow-up becomes a case.
What happens to the original conversation when we create a ticket?
It stays in the inbox and is linked to the ticket. The original messages and attachments stay with that conversation. Ticket correspondence is a separate thread for case updates.
Can we create a ticket without a live chat?
Yes. A teammate can create a ticket manually, and customers can submit a request through your enabled Support Centre. A ticket does not need a related conversation to exist.
How are assignment and escalation different?
Assignment sets the department and eligible teammate responsible for the case. Escalation moves it to a destination with a priority and a required reason, and keeps an escalation history.
Can customers see our private notes?
No. Customer-facing replies are separate from private notes and operational activity. Use private notes for internal findings and the public correspondence thread for the updates you want to share.
Does waiting pause the service clock?
Waiting on Customer can pause active clocks when that setting is enabled. Waiting Internally is a separate state. Completed targets remain recorded, and leaving the customer-waiting state adjusts active deadlines for the pause.
Can a resolved ticket reopen?
A teammate can move a resolved ticket back to Open or In Progress if more work is needed. Closed is final: later follow-up needs a new case rather than reopening the closed ticket.
Can customers follow and reply to their tickets?
Yes. Your Support Centre provides the customer access flow, with registration required when you configure it. Customers can read their own requests and reply when replies are enabled and the ticket is not closed. Attachments and notifications follow your workspace settings.
TruCom ticketsGive the follow-up
Give the follow-up
somewhere to go.
Keep the customer, the context and the next step connected.