Getting started with Tickets

Tickets help you log customer requests as they come in and track them through to resolution.

Use Tickets when a request needs more than a quick reply, for example, when it requires investigation, approvals, collaboration with another team, or multiple follow-ups.

With Tickets, you can:

Note: Tickets are currently available as a part of our early access program. To get this feature enabled on your account, reach out to support@hiverhq.com.



When to use Tickets

Tickets are useful when requests need to be tracked independently of a conversation or when teams receive requests from multiple sources. You can use Tickets to:

1. Log issues on behalf of customers

Sometimes support requests do not begin with a customer message. For instance, a customer calls the billing team saying they were charged twice for an order.

In this case, you can create a Ticket and start tracking the issue immediately with details like:

The billing team can then investigate, track progress, and resolve the request.

2. Track Web Form or Customer Portal submissions

Customers often submit refunds, IT access, feature, or onboarding requests through forms on a company’s website or customer portal.

Tickets help convert these submissions into trackable work items that teams can assign, manage, and resolve.

For example, refund-related requests can go to the billing inbox while bug reports and feature requests can be routed to the support inbox.

3. Manage requests from multiple sources

Support teams often receive requests from different systems and channels, such as:

Tickets provide one consistent way to track requests across channels and teams. This helps teams:



Prerequisites

Tickets are available by default in all Email Inboxes. To set up and manage Tickets, you need:


Setting up Ticket Forms

A Ticket Form is the form your team uses to create a Ticket. By default, a Ticket Form captures the following details:

All Custom Fields will be available to Tickets by default. You need to make a field available to Ticket Forms so it shows up when creating Tickets.

To add Custom Fields to a Ticket Form,

1. Go to Admin Panel → Shared Inboxes → Email Inbox, select an inbox and choose Custom Fields.

2. Open or create a Custom Field with the required details.

3. Under Availability settings, enable Show in Ticket Forms.

4. To use the Custom Field only in Tickets, enable Use only in Tickets.

5. Click Save once done.

Note: Fields are inbox-specific, which means a Ticket Form can only use fields created for that inbox. For instance, if you create a field under the Billing inbox, that field can only appear in Ticket Forms associated with the Billing inbox. This allows each team to collect information relevant to their workflow.


Creating Tickets

From scratch

To log a new Ticket:

1. Click the + button in the Conversations tab and select Create Ticket.

2. Fill in the Ticket title and description.

3. Select the contact you want to create the Ticket for.

4. Choose the Shared Inbox you want to add the Ticket to.

5. Fill in the Custom Fields that appear and click Create.


From Web Forms or Customer Portal

Whenever a visitor fills in a Web Form, the submission is automatically captured as a Ticket and routed to the right inbox. Learn more about setting up Web Forms.



Converting conversations into Tickets

To convert a conversation into a Ticket,

1. Click the Convert to Ticket icon.

2. In the Ticket Form, add a description, fill any additional Custom Fields, and click Create.

Note:


Managing Ticket settings

To manage Ticket settings, go to Admin Panel → Shared Inboxes → Email Inbox, select an inbox, and open Tickets.

From here, you choose to enable:


Customizing Ticket email notifications

You can customize which Ticket details are included in the notification email, such as:

To customize the notification:

1. Click the Customize email notification section.

2. Select the details you want to include. You can also add a message to accompany the ticket details.

3. Click Confirm changes once done.



Accessing Tickets

You can access Tickets from My Work, or by going to the following Views:

You can also filter conversations by Tickets.

If you want to send a follow-up to a customer, you can reply directly from the Ticket. Replies sent from a Ticket are treated as outbound messages.

Note: Newest replies appear at the top of a Ticket by default. You can change this from Basic Settings.

Creating Web Forms

Setting up a Customer Portal


FAQs

Q. Can a Ticket exist without a conversation?

Yes. Tickets can be created manually by agents even when no customer conversation exists, such as for phone calls, walk-ins, or internal escalations.

Q. Are Tickets tied to a Shared Inbox?

Yes. Every Ticket is associated with a Shared Inbox. The inbox determines which team manages the Ticket and which Custom Fields are available in the Ticket Form.

Q. Can different teams have different Ticket Forms?

Yes. Ticket Forms use Custom Fields configured for a specific inbox, so each team can collect information relevant to their workflow.

Q. Can customers receive email updates for Tickets?

Yes. Admins can enable automatic email notifications when Tickets are created and customize which Ticket details are included in those emails.

Q. Can agents reply to customers from a Ticket?

Yes. Agents can send follow-ups directly from a Ticket. Replies are treated as outbound messages.

Q. Can Web Form submissions automatically create Tickets?

Yes. Web Form submissions can be captured as Tickets so teams can route, assign, and track customer requests more efficiently.