Edit & Resolve Tickets

Learn how to view, reopen, and close active chat tickets.

Where to Go & How to Go

1. Accessing Channel Tickets

• Where to Go: Navigate to Teamspace and select the chat channel where the ticket was logged.
• How to Go:
  1. Click the Tickets dropdown icon in the top header of the active channel.
  2. The dropdown lists all open tickets associated with the channel.
  3. You can toggle between the Open and Closed lists inside the dropdown.

2. Resolving and Closing a Ticket

• Where to Go: Inside the Tickets dropdown menu in the channel header.
• How to Go:
  1. Find the target ticket in the Open list.
  2. Click the status checkmark (or close action) next to the ticket.
  3. The status will transition from open to closed in the database, and the ticket will move to the Closed tickets archive.

3. Reopening a Closed Ticket

• Where to Go: Inside the Tickets dropdown menu in the channel header.
• How to Go:
  1. Click on the Closed tab/list.
  2. Locate the ticket you wish to reopen.
  3. Click the reopen action next to it.
  4. The ticket status transitions back to open, placing it back in the active queue.