Chatbot Ticketing System: Track, Assign and Resolve Every Request
Chatbot ticketing built in: every handed-over chat becomes a ticket with status, priority, labels and SLA targets, worked from one inbox. Free on every plan.
No credit card required
Track Every Customer Issue
Never lose a customer request again. Built-in ticketing that converts chatbot conversations into trackable, assignable support tickets.
Priority & Status Tracking
Six priority levels from low to critical and five statuses - open, in progress, pending, snoozed and closed - so everyone can see what needs attention.
Ownership and Teamwork
Assign each ticket to a teammate, or invite a colleague to take over the conversation or observe it and leave internal notes without messaging the customer.
SLA Targets per Priority
Set how many hours each priority may wait - by default 1 hour for critical up to 48 hours for low - and choose whether the clock runs only in business hours.
Why Ticketing Matters
The difference between good and great support is accountability. Every issue tracked, every resolution measured.
Zero Lost Tickets
Every conversation that needs follow-up becomes a tracked ticket. Nothing slips through the cracks.
Faster Resolution
Priorities and SLA targets make sure urgent issues are handled first, and the bot's transcript means agents start with context.
Team Accountability
Clear ownership for every ticket. See who's handling what, response times, and resolution rates.
Context from the Bot
Every ticket carries the full chatbot transcript and the details the bot collected, so customers never repeat themselves.
Data-Driven Insights
Track volume trends, common issues, resolution times, and team performance with reports.
SLA Compliance
Set response targets per priority, optionally counted only in business hours, and see which tickets are at risk.
How It Works
From conversation to resolution in three simple steps.
Ticket Created Automatically
When a chatbot conversation needs human follow-up, a ticket is created automatically with full conversation context and customer details.
Assigned & Prioritized
Tickets are assigned to a teammate, given a priority from low to critical, and labelled so the right person picks them up.
Resolved & Measured
Agents reply on the customer's channel, follow up by email if the visitor has left, and close the ticket. Volume and response times are tracked in analytics.
Tickets for Every Department
From customer support to IT helpdesk - a ticket system that fits any workflow.
Customer Support
Track and resolve inquiries, complaints, and requests with full conversation history
IT Helpdesk
Manage internal IT requests, hardware issues, and access requests with SLA tracking
Bug Tracking
Log, prioritize, and track software bugs from user reports to resolution
Sales Inquiries
Convert chatbot leads into tracked sales tickets assigned to reps
HR Requests
Handle employee requests for leave, benefits, and onboarding with confidential tracking
Facility Management
Track maintenance requests, office supplies, and equipment issues
Ready to Track Every Issue?
Never lose a customer request again with built-in ticketing. Start free, no credit card required.
What Is a Chatbot Ticketing System?
A chatbot ticketing system turns chatbot conversations that need a person into tracked tickets, so every request has an owner, a status and a priority until it is resolved. In Conferbot the ticket is the conversation itself: the bot answers first, and anything it hands to your team is tracked in the shared inbox with the full transcript attached - no copying details into a separate help desk.
Why build ticketing into the chatbot
- No lost requests: after-hours chats and handovers stay in the inbox as tickets instead of disappearing when the visitor closes the tab.
- No retyping: the agent sees what the visitor already told the bot.
- One place to work: website, WhatsApp, Instagram and other channels share the same ticket list.
Ticketing, the inbox and live agent transfer are included on every plan, including Free.
The Ticket Lifecycle: From Creation to Resolution
Every Conferbot ticket moves through a small, clear set of statuses:
| Status | Meaning |
|---|---|
| Open | New or waiting for your team |
| In progress | Someone is working on it |
| Pending | Waiting on the customer or a third party |
| Snoozed | Parked until later so it does not clutter the active queue |
| Closed | Resolved |
Typical flow
- The chatbot or AI agent answers and collects the visitor's details.
- A handover step, an escalation rule or an agent taking over turns the chat into active work for your team.
- An agent replies on the same channel, adds labels and sets the priority.
- If the visitor has left, the team can follow up by email.
- The ticket is closed - or snoozed and reopened later if needed.
Labels and Sorting
Labels keep a busy inbox navigable. Add labels such as billing, bug or refund to a ticket by hand, and Conferbot can also apply labels automatically. Tickets also carry the conversation's sentiment and a flag when the customer seems frustrated, so the conversations most at risk are easy to find.
Use a short, shared label list - a handful of labels your whole team understands is more useful than dozens nobody applies consistently.
Priority Levels and SLA Targets
Each ticket has one of six priorities, and an SLA policy sets how many hours each priority may wait. The defaults are:
| Priority | Default SLA threshold |
|---|---|
| Critical | 1 hour |
| Urgent | 2 hours |
| High | 4 hours |
| Medium | 12 hours |
| Normal | 24 hours |
| Low | 48 hours |
You can change the thresholds and choose whether the clock runs only during your business hours. Set targets you can actually meet; an SLA that is always breached stops meaning anything.
Bot-to-Ticket Escalation: Designing Seamless Handoffs
The handoff from bot to ticket is where most support experiences break. Design it deliberately:
- Collect the essentials first: name, email and a one-line description before the handover step.
- Escalate on the right signals: a direct request for a person, a topic like refunds, or the AI agent's sentiment, confidence, turn or time limits.
- Set expectations: tell the visitor whether someone is online now or will reply by email later.
- Keep the bot quiet: once an agent joins, the bot pauses so the visitor gets one voice.
See AI agent handover and live chat for the conversation side of the handoff.
Agent Workflow: Resolving Tickets Efficiently
- Start from context: read the bot transcript and collected details before replying.
- Assign an owner: every ticket should have one person responsible.
- Bring in a teammate: invite a colleague to a ticket either to take over the conversation, or in observe mode to read the transcript and leave internal notes without messaging the customer.
- Snooze what is waiting: park tickets that depend on someone else.
- Close with a summary: confirm what was done and what happens next.
- Feed the bot: when the same question keeps arriving as a ticket, add the answer to your knowledge base.
Key Ticketing Metrics: What to Measure and Why
- Ticket volume by label: what customers actually need help with.
- Time to first response: against your SLA threshold per priority.
- SLA breaches: which priorities or hours slip, and why.
- Bot containment: how many conversations finish without becoming a ticket.
- Reopened tickets: a sign that closures are premature.
- Satisfaction: ratings after the conversation (CSAT dashboard on Pro and Business).
Review them weekly in analytics; compare with your own previous month rather than generic benchmarks.
Connecting Tickets to Your Other Tools
Conferbot's ticketing is built in, so many teams use it as their help desk. If you also run another system, connect it rather than copying by hand:
- Slack: post a summary to a channel when an urgent conversation arrives.
- Google Sheets or Airtable: log requests for reporting.
- Webhooks: send ticket details to any system with an API (Starter plan and above).
- Zapier: reach 2,000+ more apps, including other help desks, with no code.
See the integrations hub for setup.
Setup Guide: Launch Your Chatbot Ticket System
- Build or pick a support bot from a template.
- Add a human handover step and the questions you need answered before it.
- Invite your team - Free includes 2 seats, Starter 3, Pro 5 and Business 15.
- Set business hours and SLA thresholds for each priority.
- Agree on a label list with your team.
- Publish the bot on your website and channels, then work tickets from the inbox.
Continue Exploring
Explore features, connect third-party tools, and browse ready-made templates.
Deep-dive pillar guides, real use cases, and the chatbot & AI glossary.