Managing Tickets

Ticket Lifecycle

Every ticket in There There moves through a simple set of statuses: Open, Closed, and Spam. New tickets arrive with the Open status. When a conversation is resolved, close the ticket to move it out of your active queue. If a ticket turns out to be spam, mark it accordingly so it no longer clutters your workspace.

Closed tickets can be reopened at any time. When a contact replies to a closed ticket, it automatically reopens so nothing slips through the cracks.

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 provides ticket details and actions. Click any ticket in the list to load its conversation and details.

Each ticket displays a title (auto-generated or manually edited), the contact's name, the channel it arrived through, and a summary of its content.

Replying and Forwarding

To reply to a ticket, click the Reply button in the action bar at the bottom of the message thread. This opens the composer where you can write your response. You can also forward a message to an external recipient by clicking the Forward button. Notes can be added to a ticket using the Note button, which creates an internal message visible only to your team.

The composer supports rich text editing. When you send a reply, the ticket's activity timestamp is updated and the contact receives your response via the original channel (email or widget).

Ticket Details Panel

The right sidebar displays key information about the ticket: 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 to a team member, 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.