Tickets and departments
A dedicated Support tab in the widget, so customers can open a ticket and chat live with your team — no email round-trips.
On this page
The Support tab
The widget has two tabs: Chat (the AI) and Support (tickets with your team). A customer opens Support, taps New conversation, writes a subject and message, and gets a threaded ticket they can leave and come back to — replies show up live, with a badge on the tab when there's something new.
Starting a ticket from an active AI chat carries the conversation along as context, so your team isn't starting cold.
Choose ticket departments
- Select the bot and open Widget settings.
- Find Ticket departments and enable the available categories you want visitors to choose.
- Save the widget settings and open its Support form to verify the choices.
Department choices categorize the request. Configure alert recipients separately; choosing a department does not set its email destination.
Attachments & screenshots
Customers can attach an image or short video to any message — including an annotated screenshot captured right from the page they're on (draw an arrow, circle the button that's broken). Images up to 5 MB, video up to 25 MB.
Replying from the dashboard
Go to Tickets to see every open thread across your bots, reply, and change status: Open → In progress → Resolved (or Closed). The customer sees your reply appear live in their widget — no refresh, no email needed on either side.
Contacts
The Contacts page lists everyone who has messaged your widget — guests and identified users — with their ticket history in one place. A “Verified” badge marks contacts whose identity your site vouched for via MonCha.identify() (see Install); their tickets follow them across devices instead of staying tied to one browser.
Notifications
New ticket alerts go to the workspace owner and the bot’s separate ticket alert email list. The leads/handoff email setting does not change ticket recipients. The owner can manage additional ticket alert recipients. Subscribe to the ticket.created webhook to push new tickets into Slack, a CRM, or your own helpdesk.
Per-bot
Tickets are scoped to the bot they were opened against, same as conversations and leads — switch bots in the sidebar to see a different bot's queue.