Manage customer support tickets in EleonEcho

Choose the right kind of ticket

External tickets manage customer-facing conversations. They connect requester identity, support routing and authorized replies with the message history. Internal tickets serve private staff requests such as a campaign brief or content review. Their type is fixed when created, so choose it before starting work.

This guide covers external support. Use internal marketing tickets for private staff discussions. An internal note on a customer ticket is also private, but it is part of that external case rather than a separate Internal ticket.

Prepare the channel and the team

Incoming support requires a compatible authorized connection, an activated Support channel and saved per-channel Ticket settings. The current connection-backed paths include synchronized email, Telegram Bot/User, WhatsApp Cloud API and 019 SMS. Each has its own capture and format requirements; verify the path enabled in your deployment.

Set up Departments, routing and eligible staff before intake begins. Configure default Open and Closed statuses, assignment behavior and any optional SLA policy. An email-capable Department also needs an active default outbound mailbox. Ticket numbering and acknowledgement choices belong to the Support channel; a change applies to future numbers without renumbering history.

Triage a new request

1. Open an authorized worklist or board and review the latest activity.
2. Check the requester, source and existing conversation before taking action.
3. Confirm the owning Department, priority and assignee. Priorities are Low, Normal, High and Urgent.
4. Use a public reply for the customer or an internal note for private staff context.
5. Review the resulting message and delivery state, then choose the status that matches the work remaining.

The ticket keeps one conversation alongside system activities such as assignment and status changes. The requester, Contact and Account panels provide related context within your permissions. A familiar ticket number or a previously opened link does not override current Department access.

If no eligible agent is available, intake can still preserve the ticket as unassigned. Watch the unassigned worklist rather than assuming every incoming request already has an owner.

Use statuses according to their behavior

Display labels are configurable, but they map to Open, Pending, On Hold, Resolved or Closed. Open means support action is expected. Pending keeps active SLA clocks running. On Hold pauses those clocks. A Resolve transition records resolution and immediately leaves the ticket in the Department's default Closed status.

A valid customer email reply reopens a closed ticket. Messaging channels can use the configured reopen-or-new-ticket behavior. An internal reopen without a customer message is a different event from a new customer reply. The status and SLA guide explains how each affects deadlines.

Authorized staff can merge eligible external duplicates within the same requester and Account context. Review which target is retained: its status, assignment and SLA remain authoritative, while source numbers become aliases. Internal tickets cannot be merged or converted.

Handle delivery and concurrent changes

Creating a staff-initiated external ticket can also queue its first outbound reply. If provider delivery fails after creation, the ticket still exists. Continue from that record and its retry state rather than creating the same request again. A queue acknowledgement is not a delivery receipt.

If another agent changes the ticket while you are working, refresh the current record and review the intended action again. Preserve and review an unsent draft before resubmitting. See replies, attachments and safe retries for the detailed workflow.

AI assistance depends on the agent and tools configured for your deployment. Automatic channel acknowledgements are policy messages, not evidence that an AI agent has solved a request. Configure AI actions and review boundaries separately from the core Ticket workflow.