Tickets in Hello

Once an inbox is integrated with a communication channel (like WhatsApp, Email, Instagram, etc.), all incoming messages from that channel appear under the Tickets/Chats section in Hello.

• A ticket represents a customer interaction.

• A ticket is counted only when the business (via a human agent or virtual agent) replies to the customer.

• Once a ticket is deducted, the team can continue communicating with that customer multiple times throughout the same month without consuming additional tickets.

• No extra ticket will be deducted for repeated conversations with the same customer within that month.
  

  

Each ticket is categorized under one of the following statuses:

• Open – Indicates a new/unread ticket or an ongoing conversation.

• Snoozed – Temporarily paused by an agent for follow-up later.

• Closed – The customer’s issue has been successfully resolved.

Agents can select and view ticket conversations in detail in the right panel of the Hello screen.

• Displays the name of the customer who raised the ticket.

• 👤 Person Icon – Assign the ticket to a specific agent.

• ⏸️ Snooze Icon – Snooze the ticket for a set duration.

• ✅ Close Icon – Mark the ticket as resolved.

• ℹ️ Info Icon – View customer details such as:

  • Name

  • Country/Region

  • Associated tickets (past or current)

  • Metadata fetched from Segmento (customizable fields)

• Message Composer – Type your response in the input field.

• ✨ Paraphrase Icon – Enhance your message for grammar and tone with a single click.

• 📎 Attachment Icon – Upload and send files or documents.

• 💬 Saved Replies – Type hash “#" to view and select from your pre-saved responses for faster replies.

• AI Reply – Suggests 4 quick responses tailored from your conversation.

• Use the Notes section to leave internal messages for team collaboration.

• Notes are only visible to your internal team — not the customer.

Important: For the assignment, if Notes is selected and it is configured as a multiple-origin channel, the assignment agents will not be visible. Assignment cannot be done directly within Notes in this case.

• The Summarize button gives agents or managers a quick summary of the entire conversation thread, helping them understand the context without scrolling through every message.

• Refer this Help Doc for detailed explanation

Just like labels in email platforms, Hello provides a robust Filter system to help agents manage tickets more efficiently.

Agents can filter tickets based on:

• Inbox / Communication Channel

• Date Range

• Last Reply

• Assignee – Filter by a specific agent or team

Additionally, agents can create and save custom filters by:

• Either clicking on the funnel icon or Add filter button

• Giving the filter a name

• Assigning a color badge for quick recognition

• Saving it for repeated use

All saved filters appear under the Filters section in the left navigation menu, enabling agents to quickly switch views based on their preferred workflows.