Tickets tab in the Messenger
Let your customers submit, track, and manage support tickets directly from the Messenger support widget.
Written By Markus from Featurebase
Last updated 6 days ago
Overview
The Messenger includes a dedicated Tickets tab where customers can submit new tickets, view existing ones, and track status updates - all from one centralized place. This keeps tickets visually separated from regular conversations, making it easy for customers to find and follow up on their requests.
Set up the Tickets tab
The Tickets tab can be managed in the Messenger settings, just like you customize your other Messenger tabs.
It’s enabled by default, but you can add or remove the Tickets tab from Settings → Support → Messenger under the ‘Modules configuration’ section.
The Tickets tab can be enabled for Visitors and Users independently.
Note: If you hide or disable the Tickets tab, tickets will no longer appear in the dedicated Tickets tab, but customers can still access their tickets through the Messages tab.
Customer experience
The Tickets tab is only visible to customers who have active or resolved tickets. Customers without any tickets won't see the tab, so they'll never encounter an empty Tickets view.
Customers see a list of their tickets in chronological order, with those having recent activity on top.
Clicking on a ticket displays the ticket details and a call-to-action (CTA) to either:
Send a message - takes the customer to the linked conversation in the Messages tab where they can start a conversation
Continue the conversation - takes the customer to the linked conversation in the Messages tab where they can continue the conversation
View the conversation - takes the customer to the linked conversation in the Messages tab where they can view the closed conversation
Recent Tickets card
This card displays recent ticket activity (max 3 tickets). The card is added to the Messenger Home tab when the Tickets tab is enabled and removed when it is disabled.
A ticket is shown in this card when either:
A new ticket has been created, or
There's been a status change
Note: Resolved tickets are not shown on the Recent Tickets card.
Ticket notifications
A Messenger badge on the Tickets tab is triggered when:
A new ticket has been created, or
A ticket status has been updated
If the linked conversation has a new message but there hasn't been any change to the ticket, the Tickets tab won't show a badge notification.
When there's a ticket update and a new message in the linked conversation, a badge notification will show on both the Messages tab and Tickets tab.
Notes:
Conversations can only have one linked ticket that is shared with the customer
A ticket is marked as read when the linked conversation is read
Ticket Portal
In addition to the Tickets tab in the Messenger, Featurebase also offers a standalone Ticket Portal - a dedicated page where customers can submit and track tickets outside of the Messenger.
The Ticket Portal lives alongside your feedback board, product updates, and Help Center, so everything is in one place for your customers.
Learn more: Tickets portal overview