Product guides
Unibox support tickets
Tickets help your team follow up on WhatsApp conversations that need work, such as a refund request or a delivery complaint. Each ticket belongs to one Unibox contact and has a status, a priority, an optional due date and tags, and a thread of team comments.
A typical workflow: create a ticket from the chat, click Start Progress, set Waiting for Customer in Edit when you've asked the customer something, click Mark as Resolved once it's fixed, then Close Ticket.
Before you start#
- The Unibox add-on ($20/month or $200/year per WhatsApp number in Unibox). Without it, the Tickets page opens, but you can't create tickets because conversations don't open in the inbox. See Unibox inbox.
- You must be an owner or editor of the workspace.
- The customer must have a conversation in the Unibox inbox. Tickets are created from there.
Create a ticket#
You enter a Title (required), and optionally a description, priority, due date and tags. Create tickets from the conversation in the Unibox inbox: open the chat, click the ticket icon on the right, then Add.
Ticket numbers run in order within your workspace: TKT-0001, TKT-0002 and so on.
Ticket statuses#
| Status | Use it when |
|---|---|
| Open | The ticket is new and nobody has started on it. Every ticket starts here. |
| In Progress | Someone is working on it. |
| Waiting for Customer | You're waiting for a reply from the customer. |
| Resolved | The issue is fixed. |
| Closed | Nothing more to do. Closed tickets no longer show in the inbox's ticket panel. |
Priorities#
Choose Low, Medium, High or Urgent. New tickets are Medium unless you pick another priority. Priority is a label for your team: it doesn't change the order of the list, which always shows the newest tickets first.
Find tickets#
In the sidebar, open Unibox and click Tickets, or go to Tickets.
The cards at the top count:
| Card | What it counts |
|---|---|
| Open Tickets | Tickets with the status Open. |
| In Progress | Tickets with the status In Progress. |
| Resolved Today | Resolved tickets that were last changed today (India Standard Time). |
| Overdue | Tickets whose due date has passed and that are still Open, In Progress or Waiting for Customer. |
Narrow the Tickets List with the filters:
- Status and Priority.
- Assigned To: All Assignments, Assigned to Me or Unassigned.
- Search: matches the ticket number, title, description and contact name.
Filters apply instantly in your browser. Nothing is saved when you leave the page.
Each ticket in the list shows its number, priority, status, creation date, title, the start of the description, the contact, the assignee (or Unassigned), the due date (red when overdue) and tags. Click a ticket to open it.
Update a ticket#
Open a ticket to see its description, tags and comments, with Ticket Information (contact, assignee, who created it and when, due date) on the right. The Updated At field is currently always blank.
Change the status quickly#
Use the Quick Actions card:
| Button | Shown when the ticket is | Changes status to |
|---|---|---|
| Start Progress | Open | In Progress |
| Mark as Resolved | Open, In Progress or Waiting for Customer | Resolved |
| Close Ticket | Any status except Closed | Closed |
| Reopen Ticket | Closed | Open |
Confirm with Yes, Change. View Conversation opens the Unibox inbox, where you can select the contact to see the chat.
Edit details#
Open the editor
Click Edit at the top of the ticket.
Change the fields
Update the Title (required), Description, Priority, Status, Due Date or Tags (separated by commas). Use Status here to set Waiting for Customer, which has no quick action.
Save
Click Save Changes. The page reloads with the new details.
Comments#
Comments are notes for your team. They aren't sent to the customer on WhatsApp.
Write the comment
On the ticket, type in Add a comment....
Post it
Click Add Comment. It shows your name and the time.
Comments are listed oldest first when you open a ticket. A comment you just posted appears at the top until you reload the page. Comments can't be edited or deleted after posting. Tickets can't be deleted either. Use Close Ticket for tickets you no longer need.
Troubleshooting#
| Message or problem | What to do |
|---|---|
The page shows only {"status_code": 403, "message": "Access denied"} | Your role is Analyst. Ask the workspace owner for editor access. |
Comment cannot be empty | Type a comment before clicking Add Comment. |
Failed to update. Please try again. | Reload the page and try again. |
| No tickets found | Clear the filters and search. If there are still none, create a ticket from the inbox. |