---
id: "faq-10733"
type: "faq"
lang: "en"
title: "How to Handle Tickets: Take, Assign, Resolve or Transfer in the Binom Ticket Card"
url: "https://binomai.com/faq/obrabotka-tiketov-statusy/"
translation_group: "faq-10404"
translations:
  ru:
    url: "https://binomai.com/ru/faq/obrabotka-tiketov-statusy/"
    markdown: "https://binomai.com/ai/ru/faq/obrabotka-tiketov-statusy.md"
  uk:
    url: "https://binomai.com/ua/faq/obrabotka-tiketov-statusy/"
    markdown: "https://binomai.com/ai/ua/faq/obrabotka-tiketov-statusy.md"
categories: ["Chats, Operators, Tickets"]
published: "2026-10-19T20:04:50Z"
updated: "2026-10-19T21:50:54Z"
---

# How to Handle Tickets: Take, Assign, Resolve or Transfer in the Binom Ticket Card

*Updated: 19.10.2026, 21:50 UTC*


Ticket handling in Binom: an employee takes a ticket, assigns an assignee if needed, replies to the client, and closes the ticket with an outcome: "Resolved" or "Transferred" to another system. This way every request has an owner, and the manager can see what has been done. Everything is done in the ticket card in the "Tickets" section.

## How to take a ticket and assign an owner

1. Open [Tickets](https://app.binomai.com/cabinet/binom/tickets) and select a ticket.
2. Click "Take": the ticket moves to "In progress" and you become its "Assignee". "Release" removes you from the ticket.
3. To assign a colleague, select them in the "Assignee" field.
4. If needed, change the "Subject", category, or priority, then click "Save".

If someone else has already taken the ticket, you will see "... has already taken this ticket".

## How to reply to a client on a ticket

The ticket card includes "Conversation", "Summary", and "Expected outcome". Reply to the client in the chat. When replying, you can select "Ticket reply:": the first reply counts toward the ticket as response time. The client does not see this.

## How to close a ticket

| Button | When | What to specify |
| --- | --- | --- |
| "Resolved" | The issue has been resolved in Binom | "How did it end?": "Answered", "Client did not reply", "Canceled" |
| "Transferred" | The matter has moved to your CRM, email, etc. | "System" (for example, KeyCRM, Bitrix24, email), "Number", or "Link": at least one of these |
| "Close" | The work on the ticket is fully complete | - |

If the client returns with the same question, click "Reopen". You can correct the link to a transferred ticket with the "Edit link" button.

## Internal notes and history

"Internal notes" are visible only to your team and are not sent to the client: write "a note for colleagues" and click "Add note". The "History" shows all ticket events: assignments, status changes, linked messages, and placed orders.

## Possible issues

### "This ticket is already closed" or "The assignee has changed in the meantime"

A colleague changed the ticket. Refresh the page and check the current status in "History".

### "Insufficient permissions"

Access levels Owner, Admin, Editor, and Operator can work with conversations; Viewer can see chats in read-only mode. Ask the account owner to raise your access level. See [team access levels](https://binomai.com/ru/faq/kak-raspredelit-obyazannosti-v-komande-s-pomoshhyu-pyati-urovnej-dostupa-owner-admin-editor-operator-viewer/).

If the issue is not resolved, write to the Binom Technical Support widget in the bottom right corner of your dashboard or to support@binomai.com. Include your Binom name, chat ID or ticket number, and attach a screenshot.

## Other common questions

### How do I pass a request to a CRM?

Click "Transferred" and specify the system and the number or a link to the record. Automatic order transfer is set up separately. See [how to connect a CRM](https://binomai.com/faq/how-to-connect-the-crm/).

### How do I close tickets when I return a conversation to AI?

In the "Enable AI" window, click "Enable and finish". See [how to return a conversation to AI](https://binomai.com/faq/kto-analiziruet-dialogi-ii-sotrudnika-i-predostavlyaet-rekomendaczii-po-optimizaczii-bazy-znanij/).

## What's next

- [How to add a reply from a ticket to the knowledge base](https://binomai.com/faq/bot-ne-znaet-otveta-dobavit-v-bazu-znanij/)
- [What tickets are in Binom](https://binomai.com/faq/chto-takoe-tiket-helpdesk-binom/)