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Team tools
Support tickets collect requests from your chat, forms and email in one place. You choose the categories, the extra questions, the teams and the reply times; every ticket gets a number, an owner and a status, and your team can reply, add private notes and use saved replies. Customers get a private page to follow their request, and you get reports on how fast you answer.
How it works
A visitor asks for help in the chat (the assistant asks the questions you chose), sends a form, or emails your support address.
A ticket opens with a number such as T-1042 and lands with a person or in a team queue, as you set up.
Your team replies, adds private notes, uses saved replies and changes the status. Reply times are counted in your business hours.
The customer gets an email with a private link, follows the request on their own page, and can rate the help once it is solved.
In depth
Live chat is for conversations happening now. Some requests cannot be settled in one sitting: a replacement, a refund check, a technical problem. Tickets keep those requests from getting lost.
Requests from chat, forms, email and manual entry become numbered tickets in one list. You choose the categories and the extra questions, so the assistant and your forms collect exactly what your team needs.
Each ticket has an owner or a team queue and a status from new to solved. Your team can add private notes, use saved replies and let AI draft an answer. By default the AI only drafts; your team reviews what is sent.
Reply and solve times are counted in your business hours, with a warning before they pass. Rules that sort and route tickets are on Agency and above.
Customers get an email with a private link and a simple page to follow their request, and the chat shows their requests too. After it is solved they can rate the help they received.
Support tickets are on Pro and above: 100 on Pro, 400 on Agency and 1,500 on Scale a month.
Updated October 2026
Example: a chat becomes a ticket
Illustrative conversation, not a real customer.
Support tickets are on Pro and above: 100 on Pro, 400 on Agency and 1,500 on Scale a month. What you can set up: 10 on Pro, 30 on Agency and 100 on Scale categories, 10 on Pro, 30 on Agency and 100 on Scale extra questions and 2 on Pro, 10 on Agency and 50 on Scale teams. Rules (50 on Agency and 200 on Scale) and the email desk are on Agency and above; the pricing page shows each plan's limits.
Compare plansTry the live demo on our home page, or book a call with the Chatdek team.
FAQ
It turns requests from chat, forms and email into numbered tickets with an owner and a status, so nothing is lost and customers can see progress.
Yes. Nothing is preset for your industry: you choose the categories, the extra questions, the teams and the reply times in the portal. A new website starts with one general category and one team so tickets work straight away.
Yes. Every email about a ticket carries a private reply address and the answer lands in the same ticket. Turning your own support address into tickets is part of Agency and above.
By default it drafts a reply for your team to review. You stay in control of what is sent.
No. Live chat is for conversations happening now. Tickets are for requests that need a follow-up.
Related features
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Learn moreCustom forms the assistant collects inside the chat, from quote requests to sign-ups.
Learn moreRead and answer customer email as threads next to your chats, leads and tickets.
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