Support Tickets
A searchable table of every support ticket, with CRM sync and source tracking.
The Support Tickets table gives you a single, searchable view of tickets raised through conversations and guides.
What you see
| Column | What it shows |
|---|---|
| # | Row rank. |
| Status | A color-coded badge — see below. |
| Subject | The ticket's title. |
| Companion | Shown only on the org-wide Dashboard, where tickets span multiple companions. |
| User | Who raised the ticket. Falls back to "Anonymous" if no email is available. |
| Source | Guide or Chat — where the ticket originated. |
| CRM | The connected CRM provider (Zendesk, HubSpot, Zoho, Salesforce, Freshdesk), or "—" if none. |
| Created / Updated | Both timestamps, stacked in one column. |
Status shown is whichever is more current: the synced CRM status if one exists, otherwise the ticket's own open/closed state. Badge color is derived from that status text:
| Color | When it shows |
|---|---|
| Green | Status includes "closed", "solved", or "resolved". |
| Red | Status includes "escalated". |
| Blue | Status includes "pending", "on hold", or "waiting on contact". |
| Amber | Anything else. |
Click a ticket to open full details — description, requester, companion, timestamps, a link to the CRM ticket if connected, and a link back to the source: the original chat transcript, or the guide path taken (step by step, with any options chosen along the way).
Filtering and search
- Companions — multi-select, Dashboard view only.
- Sources — Guide or Chat.
- Status — Open or Closed (the base ticket state; CRM-derived labels like "Pending" only appear as badge colors, not as separate filter options).
- CRM — filter by provider, or by "No CRM".
- Users — multi-select, when available.
- Search — by ticket subject.
If a CRM is connected, statuses sync automatically in the background — no manual updates needed.
How to use this
- On the Dashboard, filter by companion to spot whether certain companions are generating disproportionately more tickets than others — a sign their knowledge base or guides need work.
- A ticket sourced from a Guide with the guide path attached tells you exactly where in the flow the person got stuck — use that alongside Guide Performance to prioritize fixes.
- Rising ticket volume from Chat without a matching rise in overall session volume can signal a drop in Resolution Rate worth investigating.
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