Table of Contents
- 01What is a support ticket?
- 02Where tickets come from in Kamflo
- 03Ticket overview: High Priority, Open, In Progress, Resolved
- 04Priority levels and SLA response windows
- 05The escalation process: Level 1 → Level 2 → Management
- 06Replies, notes, and documentation on tickets
- 07Team roles in ticket management
- 08What 'resolved' actually means — and when to use it
- 09Frequently asked questions
5
High Priority
23
Open Tickets
12
In Progress
156
Resolved
What is a support ticket?
A support ticket is a logged, trackable record of a customer issue or enquiry that requires attention, follow-up, or resolution. Unlike a live chat conversation — which happens in real time and often resolves instantly — a ticket is structured for issues that are more complex, require research, involve multiple parties, or need to be tracked over time.
Tickets have a lifecycle: they're created, assigned, worked on, escalated (if necessary), and eventually resolved or closed. Every action taken on a ticket is documented, creating a full audit trail of how the issue was handled. This documentation is as valuable for your team as the resolution itself — it's how you learn, improve, and protect against future disputes.
The difference between a live chat and a ticket: live chat is a conversation that happens now. A ticket is a commitment that an issue will be addressed — even if it takes days, involves multiple people, or requires technical investigation.
Where tickets come from in Kamflo
Tickets in Kamflo can originate from multiple sources — and each source matters for how you prioritize and handle them.
Chat Widget
A customer types an issue in the website chat widget. The agent or bot determines it can't be resolved in real time and converts the conversation into a ticket.
Help Center
A customer submits a support request through your published Help Center (your self-service knowledge base). These are often pre-written, detailed enquiries.
An inbound support email is automatically converted into a ticket in Kamflo when the email channel is connected and forwarded correctly.
Agent-created
An agent manually creates a ticket during or after a live chat conversation, when they determine the issue requires follow-up beyond the current session.
WhatsApp / Instagram / Telegram
Messages from social channels that contain issues requiring tracking can be escalated into tickets directly from the inbox.
Ticket overview: High Priority, Open, In Progress, Resolved
Kamflo's ticket dashboard shows four status counts at a glance. Each one tells you something specific about the state of your support queue.
These tickets require immediate attention — often involving business-impacting issues, VIP customers, or time-sensitive contractual obligations. If this number is climbing, it's your most urgent signal. High priority tickets with long unresponded times are the fastest path to churn.
Tickets that have been created and assigned but not yet actively worked on. A healthy open count depends on team size, but any ticket that's been open for more than 4 hours at High/Critical priority is already past due. Regular triage — sorting open tickets by priority and age — is essential.
Tickets actively being worked on by an agent. These are the most manageable — they're in motion. The risk here is tickets getting stuck 'in progress' for too long without updates to the customer. Set a check-in standard: every ticket in progress should have a customer-facing update at least every 24 hours.
Tickets that have been closed with the customer's issue addressed. Track the ratio of resolved to open. If resolved counts aren't growing faster than open counts week-over-week, your resolution capacity is insufficient for your inbound volume.
Priority levels and SLA response windows
Kamflo's ticketing system uses four priority levels, each with a recommended SLA (Service Level Agreement) response window. These aren't arbitrary — they're based on the business impact of the issue and the customer's reasonable expectation of urgency.
Priority
First Response Target
What it means
🔴 Critical
1 hour
System down, payment failure, data issue, complete service outage
🟠 High
4 hours
Core feature broken, VIP customer blocked, urgent business need
🟡 Medium
24 hours
Non-critical feature issue, user confusion, general friction
🟢 Low
72 hours
Feature requests, cosmetic issues, general questions with no urgency
SLA timers in Kamflo start from the moment a ticket is created — not from when it's first seen by an agent. Design your coverage hours and notifications accordingly so critical tickets are never missed.
The escalation process: Level 1 → Level 2 → Management
Escalation is not failure — it's how professional support teams route issues to the person with the right skills and authority to solve them. The goal of a good escalation process is to move an issue upward without the customer feeling abandoned or having to repeat themselves.
Level 1 — Support Agent
Level 1 support handles the majority of tickets: account questions, how-to inquiries, basic troubleshooting, and any issue that can be resolved with access to the knowledge base and standard training. An L1 agent should be able to resolve 60–70% of all tickets without escalating.
When to escalate from L1: the issue requires access the agent doesn't have, requires technical knowledge beyond their training, or has been open for more than 2 SLA cycles without resolution.
Level 2 — Technical Team
Level 2 handles complex technical issues — bugs, API errors, integration failures, account-level data problems, and anything requiring engineering investigation. When a ticket is escalated to L2, the escalating agent must include: a full description of what was already tried, all customer-provided context, and a clear statement of what specifically L2 needs to do.
The #1 mistake in escalation: moving a ticket upward without complete context. The receiving agent shouldn't need to read the full conversation to understand the situation. The escalation note must be self-contained. Kamflo's internal notes feature lets agents attach private escalation notes before reassigning.
Level 3 — Management
Management-level escalation is reserved for issues that have business-level implications: a customer threatening legal action, a critical infrastructure outage affecting multiple accounts, a VIP customer relationship at risk, or a billing dispute above a certain threshold. At this level, the response is no longer just technical — it's relational and strategic.
Escalation checklist — before you escalate
Have you documented everything tried so far in the ticket notes?
Have you set the correct priority level for the severity?
Have you sent the customer an update telling them the issue is being escalated?
Have you specified what you need from the next level (investigate, fix, approve, call)?
Have you tagged the ticket with the correct category so it routes to the right person?
Replies, notes, and documentation on tickets
Every interaction on a ticket should be documented. Kamflo supports two types of ticket entries:
Customer-facing replies — visible to the customer and sent as a message to their channel (email, widget, etc.). These should be professional, clear, and progress-focused.
Internal notes — visible only to your team. Use these for context-sharing, escalation handoff notes, technical details that wouldn't make sense to a customer, and anything you want the next agent to know before they touch the ticket.
A well-documented ticket — even one that takes five days to resolve — should read like a clear story when you scroll through it: what was the issue, what was tried, who was involved, what the resolution was, and why. This documentation protects your team and serves your customer.
Team roles in ticket management
Support Agent
First point of contact. Handles all inbound tickets, performs L1 troubleshooting, assigns priority, escalates when required, and communicates updates to the customer throughout the ticket lifecycle.
Team Lead
Manages agent workload, handles escalated complex issues, monitors SLA compliance, and steps in for high-urgency tickets. Responsible for daily triage and queue management.
Manager
Handles business-level escalations, VIP customers, disputes, and strategic decisions. Reviews support performance metrics weekly. Approves resolutions that involve policy exceptions or financial implications.
What "resolved" actually means — and when to use it
This seems obvious until it isn't. "Resolved" in Kamflo means: the customer's issue has been addressed, the customer has been informed of the outcome, and no further action is expected from the support team. It does not mean: the agent got tired of the ticket, the issue was closed without customer confirmation, or the resolution was "works as designed" without explanation.
Before marking any ticket resolved, confirm three things: the customer knows what happened, they know why it happened, and they know what to do if it happens again. Tickets closed without this are tickets waiting to re-open.
A resolved ticket should always end with a closing message to the customer — even if it's just: "This has been resolved. Please reach out if you have any further questions." That single message is the difference between a customer who feels handled and one who feels heard.
Frequently asked questions
Can customers submit tickets directly from the Help Center?▾
Yes. When your Help Center is enabled and published in Kamflo, customers can click a 'Contact Support' or 'Submit a Request' link that creates a ticket directly in your queue with their details and message pre-filled.
What happens to a ticket if the assigned agent goes offline?▾
Tickets remain assigned to the agent's name but become visible in the queue as unaddressed if they breach their SLA window. Team leads and admins receive alerts on SLA breaches. Tickets can be manually reassigned at any time.
Can customers reply to a ticket after it's been marked resolved?▾
Yes. If a customer replies to a resolved ticket, Kamflo automatically re-opens it and moves it back to 'Open' status. The full conversation history is preserved. You'll see a notification that a previously resolved ticket has been reopened.
Is there a way to set automatic SLA reminders?▾
Yes. Kamflo's SLA configuration lets you set automated alerts at custom thresholds — for example, an alert when a High priority ticket has been open for 3 hours without a customer-facing reply. These alerts go to the assigned agent and their team lead.
What's the difference between Declining a live chat request and Closing a ticket?▾
Declining a live chat request means an agent can't take that live conversation right now — the request needs to be picked up by someone else. Closing/resolving a ticket is a final action indicating the issue has been addressed. Very different in scope and intent.
Tickets handled. Customers kept.
Kamflo's ticketing system keeps your team organized and your customers informed — from first contact to final resolution.
Get started with Kamflo →