Understanding the Ticket Feature in Maxchat: A Simple Guide to Monitor Customer Conversations

Maxchat Team -

Maxchat is designed to help your business manage customer communication efficiently. One of its most useful tools is the Ticket feature. Let’s learn how this feature works in a clear and practical way.

What Is a Ticket?

Imagine that every time a customer starts a conversation with one of your agents, that interaction is recorded and organized in a system. In Maxchat, each conversation session between a customer and an agent is referred to as a Ticket.

The Ticket feature allows you to:

  • Monitor ongoing conversations (open tickets).
  • View conversations that have already been answered by agents.
  • Check conversations that have been resolved or closed.
  • See when each conversation was opened, answered, and closed.

It’s important to note that a Ticket will not be created if a conversation is only handled by the chatbot. A new Ticket is created only when the conversation is assigned or handed over to an agent.

Who Can View Tickets? (Access Rights)

Every Maxchat user has a specific role, which determines what kind of Ticket data they can access.

  • Admin: Has full access to all Ticket data across the platform.
  • Supervisor: Can view the Ticket list and details. The displayed Tickets are those handled by the Supervisor or by the Agents under their supervision.
  • Agent: Can only view Tickets that they personally handle.

Understanding Ticket Status

Each Ticket has a status that reflects the current stage of the conversation. Understanding these statuses helps you monitor communication flow effectively. There are three main statuses in Maxchat:

  • Open: Indicates that a conversation session has been assigned to an agent but not yet responded to.
  • Answered: Means that the conversation session has been assigned and already answered by an agent.
  • Resolved: Shows that the conversation has been marked as completed by the agent. Agents can set this status by clicking the “Resolve” button in the chat window.

The Ticket status updates automatically based on the progress of the conversation.

Information Displayed in Each Ticket

When you view the Ticket list, you’ll see several columns displaying key details:

  • Open At: The time when the conversation session started or the Ticket was created.
  • Answer At: The time when the conversation was first responded to by an agent.
  • Close At: The time when the conversation was completed or the Ticket was closed.
  • Customer Name: The name of the customer involved in the conversation.
  • Agent Name: The name of the agent handling the conversation.
  • Status: The current status of the Ticket (Open, Answered, or Resolved).
  • Action: Options available for the Ticket. Here, you will find the “Detail” button to view more information.

How to View Conversation Details

If you want to review the complete conversation history for a particular Ticket, simply click the “Detail” button on the corresponding row in the Ticket table.

This will open a detailed view showing the full conversation log for that Ticket.

Easily Search and Filter Tickets

The Ticket feature includes tools to help you quickly find and organize Ticket data.

You can use the Filter function based on several criteria:

  • Filter by Ticket Status: Choose to display only Open, Answered, or Resolved Tickets.
  • Filter by Date: Filter Tickets by the date they were opened (Open At). Select a date range to view Tickets from a specific period.
  • Filter by Agent: For Admin users, you can filter Tickets to view conversations handled by specific agents. You can even select multiple agents at once.

In addition to filters, you can also use the Search feature:

  • Search for Tickets by Customer Name by typing the name into the search bar.

You can also combine filters and search for more specific results—helpful when you need to find certain data quickly and efficiently.

By understanding and using the Ticket feature in Maxchat, you can better monitor and manage customer interactions with your team. This feature helps ensure that no conversation is overlooked and that every customer receives timely attention.


If you require further assistance, please contact the Maxchat support team via WhatsApp.

Need other guides?Visit the Maxchat documentation for comprehensive information on features and usage.