What Is a Ticket and When Is It Created: Helpdesk in Binom
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.
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. 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.
Common questions
Do I need a separate helpdesk system?
Not for requests from Binom channels: tickets are handled in the 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.
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.
