Ever wish your automated flows could hand off to a real human when things get a little more complex? With TextIt’s Ticketing Service, they totally can! 💡 Your team can chat with contacts, track conversations, assign tasks, and close the loop — all without leaving your workspace. Let’s dive into how tickets keep everything organized and flowing smoothly. 🙌
To get started, make sure your agents are invited into your workspace. You can do this from your Settings page by clicking on Invitations and sending them an invite via email. Just assign them the “Agent” role, and they’ll be ready to go! 🚀
At any point in your flow, you can create a ticket using the Open a ticket with a human agent action. This is perfect for moments where a human touch is needed — whether it’s a complicated question, a sensitive topic, or just some good old-fashioned support. 🤝
You’ll be able to pick a topic (like “General” or “Complaints”), assign the right agent, and include any helpful context using results from your flow (with @results). Admins and Editors can even create new ticket topics from the Tickets tab.
Need to see what’s going on at a glance? Head to the Tickets tab in your workspace. You’ll find:
Everything’s organized so you can focus on what matters: helping people. 💬💙
If a conversation is wrapped up, just hit the Close button. And if something needs a second look later? No problem — there’s a Reopen button on every closed ticket.
Sometimes, agents need to communicate behind the scenes. That’s where Internal Notes come in. These yellow-highlighted notes are only visible to your support team and are perfect for quick updates, suggestions, or reminders. 🟡
Want to leave something more permanent or visible to admins and editors? Use the Notepad tab, available on both the Ticket and Contact pages. It even tracks who added what and when! 🕒
Workloads change. Agents need breaks. It happens! That’s why tickets can be reassigned directly from the Tickets tab. You’ll see dropdown menus above each chat box to reassign the ticket to another agent or move it to a different topic.
So your support always stays flexible and responsive. 🔄
Once a ticket is closed, you can automatically start a follow-up flow using a Trigger. This is a great way to thank contacts, gather feedback, or guide them to the next step. It keeps the experience connected and personal — even after the live chat ends. ✨ 
📊 Want to keep tabs on everyone with unresolved issues? Use the Open Tickets Smart Group to quickly spot who needs help.
If your support team keeps answering the same types of questions (🙋 “How do I reset my password?” or 🤔 “Where can I update my info?”), it’s time to meet your new best friend: Shortcuts.
Shortcuts are pre-written responses you can use in tickets and chats — helping agents respond faster, stay consistent, and cut down on repetitive typing. 🙌✨
To create and manage your shortcuts:
✅ Your shortcut is now saved and ready to go!
🗑️ Need to delete one? Just click the little trash icon next to it.
📌 Note: Only users with Admin or Editor roles can create and manage shortcuts.
Check out our collection of video tutorials to see more on ticketing.
We’ve got your back! Click the support widget in the bottom-right of your browser or shoot us an email. Whether it’s setting up tickets or anything else, we’re here to help you and your team! 💙