Is this in Brand My Inbox too?

Yes, under Service, Tickets: the same queue, ticket page and cards on contacts and companies. A reply on WhatsApp, Messenger, Instagram or chat opens that conversation in EmailPro, and an email ticket is answered from your Brand My Inbox mailbox.

What stops the response clock?

Only a person: a member's reply on the conversation, a person moving the ticket to Waiting for the customer or Solved, or I answered. Notes, automations and AI agents do not. The default first answer runs from 1 hour for Urgent to 24 hours for Low, around the clock (business hours are not counted yet). When a target is missed, the owner and the managers get one email.

What if the customer writes again?

A pending or solved ticket on that conversation goes back to Open. A closed ticket stays closed.

It suggests a priority and a category, drafts a reply from your agents' knowledge, and flags a ticket that may repeat one the same person opened in the last 14 days (that check uses no AI). A suggestion changes nothing until you accept it, and a draft is never sent.

Can customers open a ticket by email?

Not yet. Tickets open from conversations, forms, agent hand-offs, automations and by hand.

Service tickets

Open a ticket from an inbox conversation, a form, an AI agent's hand-off or a record, work it by status and priority against a response target, and ask the customer how you did once it is solved.

Steps

Open Service in the side menu (Tickets is its first tab) or the command palette. Owners and admins always see Service; everyone else sees it once the workspace has a ticket or a call queue. The queues are Unassigned, Mine, All open, Pending and Solved; j and k move between rows, x selects, Enter opens.
Open a ticket with New ticket, with Open a ticket on a contact, a company or an inbox conversation (one ticket per conversation), from a form set to open a ticket for each submission, or from an AI agent's hand-off to a person.
Set the priority (Urgent, High, Normal, Low) and move the status: New, Open, Waiting for the customer, Solved, Closed. Ticket routing rules sit beside the lead routing rules; a ticket no rule takes goes to the support group in turn.
Answer on the customer's channel: Reply on opens that channel's own screen, and nothing is sent from the ticket itself. Answered by phone or from your mailbox? Press I answered.
Solve it. When a person solves a ticket, the customer gets one email question with a link that works once, for 14 days. The survey can be switched off in the ticket settings.

Questions

Is this in Brand My Inbox too?: Yes, under Service, Tickets: the same queue, ticket page and cards on contacts and companies. A reply on WhatsApp, Messenger, Instagram or chat opens that conversation in EmailPro, and an email ticket is answered from your Brand My Inbox mailbox.
What stops the response clock?: Only a person: a member's reply on the conversation, a person moving the ticket to Waiting for the customer or Solved, or I answered. Notes, automations and AI agents do not. The default first answer runs from 1 hour for Urgent to 24 hours for Low, around the clock (business hours are not counted yet). When a target is missed, the owner and the managers get one email.
What if the customer writes again?: A pending or solved ticket on that conversation goes back to Open. A closed ticket stays closed.
What does the AI do?: It suggests a priority and a category, drafts a reply from your agents' knowledge, and flags a ticket that may repeat one the same person opened in the last 14 days (that check uses no AI). A suggestion changes nothing until you accept it, and a draft is never sent.
Can customers open a ticket by email?: Not yet. Tickets open from conversations, forms, agent hand-offs, automations and by hand.

Updated 2026-10-25 · llms-full.txt