Support tickets
TeklTalk includes a support inbox: tickets from your chatbot, your support page and Slack arrive in one place, and your team answers them by email. It is included on every plan.
How tickets arrive
- Chat escalation: when the bot can’t answer, the visitor is offered a ticket, and the conversation is attached to it.
- The hosted support page: every project has one at Support → Support form, for visitors who never open the chat.
- Slack: a button under an unanswered question opens a ticket. See Slack.
- Logged by you: use New ticket in the inbox for a phone call or a message that reached you somewhere else.
You are told about a new ticket by email, Telegram or a Slack channel, whichever you switched on in your notification settings.
Inbox and board
Support → Tickets is a list on the left and the open ticket on the right. Use the tabs for Open, Waiting, Resolved or All, and search or filter by date and priority. The board view groups the same tickets by status; drag a ticket to change its status, or click one to read it in a side drawer.
Reply and set the status
The send button names what will happen: Send as Waiting on customer, Send as Resolved. Open the arrow beside it to choose another status. Your last choice is remembered. The reply is emailed to the customer, and what they send back is added to the same ticket.
The same menu has After sending: stay on the ticket, or go to the next ticket in the list you are working. Unsent text is kept per ticket, so you can switch away and come back. Press Ctrl or ⌘ and Enter to send.
Did the email go out?
Under each of your replies you see Sending email, Emailed to customer, Email failed or Not emailed. A reply that did not go out has a Resend button.
Canned replies
In the reply box, type / or choose Canned replies. Search by title, category or text, check the preview, and press Enter to insert it. The preview already has this customer’s details filled in. Manage the library under Support → Canned replies.
- Shared replies are available to the whole team. Admins and the Owner create and edit them.
- Personal replies are only yours, and every agent can keep their own.
- A reply can suggest a status and a priority. They are offered when you insert it, and you can change or drop them before sending.
- Hover any reply you sent and choose Save as canned reply to keep it.
Placeholders you can use in a reply:
{{customer.name}}: Customer name{{customer.first_name}}: Customer first name{{customer.email}}: Customer email{{agent.name}}: Your name{{ticket.id}}: Ticket reference{{ticket.subject}}: Ticket subject{{project.name}}: Project name
A placeholder that isn’t on this list is left as you typed it, and the editor warns you before you save.
Internal notes and the history
Switch the box to Internal note to write something only your team can see. A note never changes the status unless you choose one, and it is never emailed.
Status and priority changes, canned replies used and the ticket’s creation appear in the thread with who did it and when. Changes made by a reply are listed under that reply. Use All, Replies, Notes and Events above the thread to focus on one kind.
Who can do what
- Owner and Admin: everything, including shared canned replies and the support form.
- Agent: read and reply to tickets, add notes, and keep personal canned replies.
- Viewer: read tickets only.
What it does not do
There is no live handoff in the chat window, no assigning a ticket to a person, no response-time targets, and no automations. You cannot browse tickets inside Slack.