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Features

Ticketing System

The Puhera ticketing system turns chatbot conversations that can't be resolved on the spot into trackable support tickets. You create a ticket from a conversation or from the panel, then track it by status (open, pending, resolved, closed), priority and assigned team member, so no customer request gets lost in chat history. Ticketing is part of the Puhera Enterprise plan.

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At a glance

  • What it does Turns chat requests into tickets tracked by status, priority and owner
  • Where tickets come from From inside a conversation or directly from the panel
  • Statuses Open, pending, resolved, closed
  • Plan Enterprise

Why does a chatbot need a ticketing system?

A chatbot can answer most questions from your knowledge base, but some requests don't close in a single chat. A damaged delivery, an invoice correction or a technical fault needs someone to investigate and follow up later.

If those requests live only in chat history, it gets unclear who owns them, where they stand and which ones are urgent. A ticket (a support record) fixes that by turning the request into a work item with an owner and a status.

What does the Puhera ticketing system include?

  • Tickets from conversations: Turn a request raised in a bot or agent chat into a ticket, with its context.
  • Tickets from the panel: Log requests that arrive outside chat in the same place.
  • Four statuses: Open, pending, resolved and closed show exactly where each ticket stands.
  • Priority: Move urgent issues to the front and queue routine ones.
  • Assignment: Give every ticket to a specific team member so nothing is left without an owner.

How does ticketing work with live chat and automation?

In a typical flow the chatbot first tries to answer with a cited source. When a person is needed, the visitor is passed to an agent through live chat handoff, and the agent sees the bot transcript before taking over.

If the agent can't solve it right away, they open a ticket from the conversation, set a priority and assign it to the right colleague. You decide which questions stay with the bot and which go to people using triggers and actions on the chatbot automation canvas.

Who is it for?

  • E-commerce support teams tracking returns, exchanges and damage reports
  • Technical support teams splitting fault and setup requests across several people
  • Agencies running several clients or brands with Puhera's multi-organization setup

Owner, Admin, Editor and Viewer roles let you control who can see and change what.

How do you keep the ticket flow efficient?

A ticketing system works best with a few rules the team agrees on. Use this checklist to get started:

  • Every ticket has an owner: Hand out unassigned tickets regularly during the day.
  • Use "pending" deliberately: Keep tickets there while you wait on the customer or another team.
  • Prioritize consistently: The same kind of request should get the same priority every time.
  • Feed repeat topics into the knowledge base: A topic that keeps generating tickets usually points to content the bot could answer on its own.
  • Separate resolved from closed: Close tickets once the customer has confirmed the fix too.

How do you start using the ticketing system?

  1. Activate the Enterprise plan

    Ticketing is part of the Enterprise plan; talk to sales about the scope you need.

  2. Set up your team and roles

    Invite the team members who will own tickets and give each the right role.

  3. Agree on priorities

    Decide as a team which request types count as urgent and which are routine.

  4. Create tickets from chats

    Turn requests that can't be solved on the spot into tickets from the conversation or the panel.

  5. Keep statuses current

    Move each ticket through pending, resolved and closed as the work progresses.

Which plan includes the Puhera ticketing system?

The ticketing system is part of the Enterprise plan, which comes with custom pricing.

Where can a ticket be created?

You can create a ticket from inside a conversation or directly from the panel.

What statuses can a ticket have?

Each ticket is open, pending, resolved or closed. It also carries a priority and an assigned team member.

Can a ticket be assigned to a team member?

Yes. Assign each ticket to the team member responsible so it's always clear who owns the request.

Can ticketing be used together with live chat?

Yes. When a conversation handed to an agent can't be solved right away, the agent can turn it into a ticket and track it.

Can agencies keep each client's tickets separate?

The Enterprise plan also includes multi-organization support. You can run each client as its own organization and limit team access with Owner, Admin, Editor and Viewer roles.

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