Getting Started
Your First Ticket Setup
Your First Ticket Setup
HelpKit's ticketing system lets customers submit support requests and lets your team track them to resolution.
How Tickets Are Created
Tickets can come from:
1.Support Form — customers fill out the ticket form at helpkit.in/tickets
2.Chat Widget — if AI can't resolve, it creates a ticket automatically
3.Email — forwarded emails become tickets (Pro plan)
4.Manual — agents create tickets on behalf of customers
Go to Admin → Settings → Tickets:
•Categories — general, billing, technical, feature request, bug report
•Priorities — low, medium, high, urgent
•Auto-assignment — route tickets to agents by category
•Email notifications — notify customers on status changes
Ticket Lifecycle
1.Open — new ticket, needs attention
2.In Progress — an agent is working on it
3.Pending — waiting for customer response
4.Resolved — issue fixed
5.Closed — confirmed resolved, archived
AI Auto-Resolution
When a customer submits a ticket, HelpKit's AI:
1.Searches your knowledge base for relevant articles
2.If confidence is high enough, suggests an answer
3.If the customer confirms, marks as AI Resolved
4.If not, routes to a human agent