Managing Tickets
Ticket lifecycle
Every ticket in There There has one of four statuses: Open, Waiting, Closed, or Spam. New tickets arrive as Open. After you reply and are waiting for the customer to get back to you, mark the ticket as Waiting. When a conversation is resolved, close the ticket to move it out of your active queue. If a ticket is spam, mark it accordingly.
When you send a reply, the composer offers a "Send & mark waiting" option so you can reply and update the status in one step. Closed and Waiting tickets reopen automatically when the contact sends a new reply, so nothing slips through the cracks. You can also change a ticket's status manually at any time.
Viewing tickets
The main ticket view uses a three-panel layout. The left panel shows your ticket list, the center panel displays the full message thread, and the right panel shows ticket details and actions.
Each ticket displays a title (generated automatically by AI or edited manually), the contact's name, the channel it arrived through, and tags.
Editing ticket subjects
Ticket subjects are generated automatically by AI when a new email arrives. You can edit a subject by double-clicking on it in the ticket header. An inline text field appears where you can type a new subject. Press Enter to save or Escape to cancel.
If you want the AI to take another pass, click the "Regenerate with AI" button that appears while editing.
Replying, forwarding, and adding notes
Click Reply in the action bar at the bottom of the message thread to open the composer. The composer supports rich text editing. You can also Forward a message to an external recipient, or add a Note (an internal message visible only to your team).
When you send a reply, the contact receives your response through the original channel (email or widget) and the ticket's activity timestamp updates.
CC and BCC
The composer shows a "To" field by default. Click Cc/Bcc next to the "To" field to reveal additional recipient fields. Type an email address and press Enter to add a recipient. You can add multiple CC and BCC recipients to any reply.
Attachments
Click the paperclip icon in the composer to attach files. You can select multiple files at once. Attached files appear as badges below the text editor, and each badge shows the filename and size. Click the X on a badge to remove it before sending.
Supported file types include images (JPG, PNG, GIF, WebP), documents (PDF, DOC, DOCX, XLS, XLSX, CSV, TXT), archives (ZIP), and video (MP4, MOV). The maximum file size is 25 MB per attachment.
Incoming messages with attachments display them as downloadable links below the message content.
Deleting notes
Internal notes can be deleted by clicking the delete button on the note. A confirmation dialog appears before the note is permanently removed. Only notes can be deleted; customer messages and outbound replies cannot.
Failed message delivery
If a reply fails to deliver (for example, due to a temporary email server issue), the message shows a red "Failed" badge and a warning that it could not be delivered. Click the Retry button next to the warning to attempt delivery again.
Messages that were delivered but took longer than expected show a "Delivered late" indicator.
Ticket details panel
The right sidebar shows the assigned agent, the assigned team, the contact's details, tags, and a timeline of all activity. From this panel you can assign or reassign the ticket, add or remove tags, and change the ticket's status.
Tickets also show an AI-generated summary when available, giving you a quick overview of the conversation without reading every message.