Turn messy chats into trackable support

Overview

Tickets give Echo a practical support workflow. When a chat cannot be resolved immediately, Echo can collect the missing information, create a ticket, attach the conversation, and route it to your team. Categories help separate order issues, booking questions, technical bugs, refunds, and general support. Visitor uploads are supported with safe file limits, so screenshots, receipts, and documents can travel with the request. It is not a heavyweight helpdesk, but it covers the support queue most creators and small businesses need.

What you get

• Ticket creation - Visitors can open a ticket directly from chat when an issue needs follow-up.
• Categories - Default and custom categories keep requests organized.
• Assignees - Route tickets to the right teammate or team inbox.
• Attachments - Visitor uploads can be attached to the support context.

How it works

• 1. Visitor explains the issue - Echo asks follow-up questions and captures structured details.
• 2. Ticket is created - Category, priority, contact, and conversation are linked automatically.
• 3. Team resolves it - Use the support queue and full chat history to follow up.

Who it is for

• Customer support - Capture returns, order issues, bug reports, and service requests without a separate form.
• Agencies - Let clients submit structured requests while Echo gathers missing context first.

Frequently asked questions