---
id: "faq-10728"
type: "faq"
lang: "en"
title: "What Is a Ticket and When Is It Created: Helpdesk in Binom"
url: "https://binomai.com/faq/chto-takoe-tiket-helpdesk-binom/"
translation_group: "faq-10402"
translations:
  ru:
    url: "https://binomai.com/ru/faq/chto-takoe-tiket-helpdesk-binom/"
    markdown: "https://binomai.com/ai/ru/faq/chto-takoe-tiket-helpdesk-binom.md"
  uk:
    url: "https://binomai.com/ua/faq/chto-takoe-tiket-helpdesk-binom/"
    markdown: "https://binomai.com/ai/ua/faq/chto-takoe-tiket-helpdesk-binom.md"
categories: ["Chats, Operators, Tickets"]
published: "2026-10-19T20:01:05Z"
updated: "2026-10-19T21:50:54Z"
---

# What Is a Ticket and When Is It Created: Helpdesk in Binom

*Updated: 19.10.2026, 21:50 UTC*


A ticket in Binom is a specific action that needs to be taken on a customer request: process an order, handle a complaint, or contact the customer. You create the ticket manually or Binom creates it automatically, and then you can assign it to a colleague or handle it yourself and mark it as completed. This way, the helpdesk in the "Tickets" section turns the flow of chats into a task list where nothing gets lost.

## What a ticket is, in simple terms

A ticket is not a conversation but a task: a specific action that someone has to take. A chat is a conversation with a customer, while a ticket records what needs to be done from that conversation, who will do it, and how it ended. One conversation can contain several tickets.

You can do three things with a ticket: assign it to someone on the team, take it and handle it yourself, or mark it as completed. For details, see [ticket processing](https://binomai.com/faq/obrabotka-tiketov-statusy/).

## When a ticket is created

**Manually.** You create a ticket yourself with the "New ticket" button in a conversation when you want to record a task: call back, send documents, or check a payment.

**Automatically.** Binom creates a ticket when an action needs to be taken during a conversation: an order comes in, a complaint is received, the customer asks to be contacted, or Binom cannot find an answer. The source is shown in the ticket:

| Source in the ticket | What happened |
| --- | --- |
| "Assistant could not find an answer" | Binom could not answer the customer's question |
| "Customer asked for a person" | The customer wanted to speak with an operator |
| "Order" | The customer placed an order in the chat |
| "From conversation analysis" | Binom identified a task for the team in the conversation |
| "Created by assistant" | Binom opened the ticket on its own during its work |
| "Created by operator" | The ticket was created manually with the "New ticket" button in a conversation |

## Categories, priorities, and statuses

- **Categories:** "Question", "Complaint", "Issue", "Order", "Work request", "Callback", "Suggestion", "Other".
- **Priorities:** "Low", "Medium", "High", "Critical".
- **Statuses:** "Open", "In progress", "Resolved", "Closed".

## Where to find tickets

Open [Tickets](https://app.binomai.com/cabinet/binom/tickets). The list can be filtered by status ("Active", "Resolved", "Closed"), assignee ("Mine", "Unassigned"), category, and priority; search works by number or keywords. Within a conversation, its tickets are shown in the "Conversation tickets" block.

To learn how to work with a ticket, see [how to take, assign, resolve, or transfer a ticket](https://binomai.com/faq/obrabotka-tiketov-statusy/).

## Common questions

### Do I need a separate helpdesk system?

Not for requests from Binom channels: tickets are handled in the [Tickets](https://app.binomai.com/cabinet/binom/tickets) section. If your team works in its own CRM, you can mark a ticket as "Transferred" with a link to the record. See [how to transfer a ticket](https://binomai.com/faq/obrabotka-tiketov-statusy/).

### What should I do with a question the AI could not answer?

Reply in the ticket's "Questions for the knowledge base" block. See [how to add an answer to the knowledge base](https://binomai.com/faq/bot-ne-znaet-otveta-dobavit-v-bazu-znanij/).

## What's next

- [How to work with a ticket](https://binomai.com/faq/obrabotka-tiketov-statusy/)
- [How to teach the bot an answer it did not know](https://binomai.com/faq/bot-ne-znaet-otveta-dobavit-v-bazu-znanij/)
- [How to take over a conversation from Binom](https://binomai.com/faq/kto-analiziruet-dialogi-ii-sotrudnika-i-predostavlyaet-rekomendaczii-po-optimizaczii-bazy-znanij/)