ReflexWare

Support Tickets

How bug reports and follow-ups filed by your chat widget become tickets, and how to work them.

The Support page is where bug reports and requests that need follow-up work land — separate from the day-to-day back-and-forth in your Inbox. This page explains what a support ticket is, how tickets get created (including automatically by your chat widget's AI assistant), the statuses a ticket moves through, how to reply, and who gets notified.

Who this is for

Anyone on your team who handles bug reports or support requests submitted through your chat widget.

What a support ticket is

A support ticket is a single request that needs follow-up — a bug, a billing question, a feature request, or anything else that can't be fully resolved in a live chat reply. Unlike a regular Inbox conversation, a ticket has its own status, category, and priority, and its own internal reply thread that your team uses to track progress.

Tickets are separate from conversations, but most tickets are linked back to the chat conversation they came from, so you can always see the original context.

How tickets get created

There are two ways a ticket is created:

  1. Automatically by your chat widget's AI assistant. If a visitor describes something broken, or asks for something that needs follow-up work (a refund, an account change, a complex issue), the AI files a ticket for them right in the conversation. If the visitor is anonymous, the AI asks for a contact email first so your team can follow up.
  2. From the same visitor writing again about the same issue. If a visitor already has an open ticket from that conversation and brings it up again, their message is added to that existing ticket's thread instead of creating a duplicate.

Bug reports specifically are filed as their own category (see below) when the AI assistant's bug-report capability is turned on for the widget.

Turning off "Talk to a human" or "Allow bug reports" in a chat widget's AI assistant settings controls whether these tools are available to the AI for that widget. See Chat Widget.

Statuses

Every ticket has one of these statuses:

StatusMeaning
OpenA new ticket that hasn't been picked up yet.
In progressSomeone on your team has replied and is working on it.
ResolvedThe issue has been handled.
ClosedThe ticket is finished and archived.

Replying to a ticket that's still Open automatically moves it to In progress — you don't need to change the status yourself just to show you've started. Moving a ticket to Resolved or Closed records the date it was resolved.

Categories and priority

Each ticket also has a category:

CategoryUsed for
GeneralAnything that doesn't fit a more specific category.
Bug reportSomething broken, reported through the AI assistant's bug-report tool.
FeedbackGeneral feedback from a visitor.
Feature requestA visitor asking for new functionality.
BillingBilling-related questions or issues.

Tickets also carry a priority — Low, Normal, High, or Urgent. Bug reports are automatically given High priority so they stand out; everything else defaults to Normal. A priority other than Normal shows as a small colored label next to the ticket's subject in the list.

Finding the Support page

Select Support in the left menu. You'll see a list of your organization's tickets with:

  • Status tabs across the top — All, Open, In progress, Resolved, Closed — each showing a live count.
  • A search box to filter tickets by subject, description, or contact email.
  • Each row shows the ticket's subject, its priority label (if not Normal), its category, the contact email (if known), and how many replies it has.

Select any ticket to open its details in a side panel.

Replying to a ticket

  1. Open Support from the left menu and select a ticket to open its details.
  2. Read the original description at the top, along with the visitor's name (if known) and any earlier messages in the thread.
  3. Type your reply in the box at the bottom and select Reply.

Replying adds your message to the ticket's internal thread — this thread is visible to your team on the Support page, not sent to the visitor as an email or a chat message. If you need to actually respond to the visitor, and the ticket has a linked conversation, reply to them from that conversation in the Inbox instead (see below).

Changing a ticket's status

Open the ticket and use the status dropdown near the top to move it to Open, In progress, Resolved, or Closed.

Jumping to the original conversation

If a ticket was filed from a chat conversation, its details panel shows a Conversation link. Selecting it opens that conversation in your Inbox, so you can see everything the visitor said and reply to them directly if needed. See AI Support and Taking Over a Conversation for how conversations with the AI assistant work.

Who gets notified

Whenever a new ticket is created, or a visitor adds more detail to an existing one, every member of your organization gets a notification (in-app, and by push if they've turned that on) with a link straight to the ticket. See Account & Team for managing your notification preferences.

Permissions

  • Viewing the Support page and its tickets requires the submissions: read permission — the same permission that controls Inbox access.
  • Changing a ticket's status and replying both require the email: send permission — the same permission required to reply in the Inbox.

If you can't see the Support page or can't reply, ask your organization owner to grant the right permission. See Account & Team.

Troubleshooting

  • I don't see any tickets. Make sure your chat widget's AI assistant is turned on and that "Talk to a human" or "Allow bug reports" is enabled — tickets are only created through those tools. See Chat Widget.
  • A visitor says they reported a bug but I can't find it in the Inbox. Bug reports and support requests go to the Support page, not the Inbox conversation list. See Troubleshooting.
  • I replied but the visitor didn't get my message. Replies on the Support page are internal — they don't send anything to the visitor. Use the linked conversation's Inbox thread to message the visitor directly.