Overview

Back-office tickets are internal tickets used to track work behind the scenes – such as escalations, cross-team requests, or tasks that don't need to be visible to the customer.

There are several ways to create Back-office tickets:

• Create a Back-office ticket from a conversation – when it requires collaboration with another team

• Create a Back-office ticket via the API – to create tickets programmatically from your app or systems

Once a ticket is created, you can manage it directly from the Inbox – change statuses, add and cross-post notes, edit ticket details, and view linked conversations.

Before you can create tickets from the Inbox, you'll need to set up at least one Back-office ticket type →

Good to know

• Back-office tickets are always internal – they are never visible to customers and do not trigger customer notifications

• You can create multiple Back-office tickets linked to the same conversation or Customer ticket. Each one can track a separate issue or team task

• Only internal notes are available on Back-office tickets. Replies are not supported since the customer has no visibility

• Notes added to a Back-office ticket can be cross-posted to the original linked conversation, so the front-office teammate stays informed

Creating Back-office tickets

Create a Back-office ticket from a conversation

You can create Back-office tickets directly from the right-hand sidebar in any conversation:

1. Click Create Back-office ticket under the Links section

   • You can also open the command palette with CMD+K / CTRL+K and select Create Back-office ticket

2. Select the Back-office ticket type

3. Fill in the ticket form (title, description, and any custom fields)

4. Click Create

Once created, the Back-office ticket appears in the Links section of the original conversation. You can hover over it to see details like ticket type, status, and custom fields, or click it to open a side-by-side preview.

The back-office team assigned to the Back-office ticket will see the ticket title, ID, and description alongside internal notes in the middle panel. They can also access the original conversation from the right-hand sidebar:

Create a Back-office ticket via the API

You can programmatically create Back-office tickets using the Featurebase API (POST /v2/tickets). This is useful when you want to:

• Create tickets from external systems or internal tools

• Automate ticket creation based on events in your app

• Migrate tickets from another tool

Set the ticketCategoryId to a Back-office ticket type. The linkedConversationId field is optional – you can create standalone Back-office tickets without linking them to a conversation.

To learn more, visit the API documentation.

Managing Back-office tickets

Once a Back-office ticket is created, you can manage it directly from the Inbox.

To help your team differentiate between Customer tickets, Back-office tickets, Tracker tickets, and regular conversations, the Inbox shows visual indicators for each type.

Back-office tickets always have the following default fields visible in the middle panel:

1. Ticket title (click to edit)

2. Ticket description (click to edit)

3. Internal ticket ID (click to copy)

4. User

5. Users company

6. Visibility label (Back-office tickets are always internal)

7. Custom fields (click to edit)

A back-office ticket can have multiple conversations / customer tickets connected to it, all of which will appear in the right-hand sidebar.

Changing the ticket status

You can change a Back-office ticket's status directly from the conversation header using the status dropdown.

When you change the status, a status update event is posted to all linked conversations – so teammates working on the original conversation can see the progress.

Viewing linked conversations

You can see all linked conversations / Customer tickets to the Back-office ticket from the Links section in the right-hand sidebar. Click any linked conversation to open it in a side-by-side view.

From the linked conversation view, you can also see the Back-office ticket listed in its own Links section – making it easy to navigate between the ticket and its linked conversations.

Adding notes

Back-office tickets only support internal notes – there's no option to send customer-facing replies in the editor, since these tickets are internal.

When a Back-office ticket is linked to one or more conversations, you'll see two options in the message editor:

• Add note – adds the note to the Back-office ticket being worked on

• Cross-post note – adds the note to the Back-office ticket and cross-posts it as an internal note to all linked conversations / Customer tickets.

Cross-posted notes appear in linked conversations with a Note from: [ticket title] header and a ↖Respond to note link that navigates back to the Back-office ticket.

Unlinking a Back-office ticket

To remove the link between a Back-office ticket and a conversation:

1. Open the linked conversation / Customer ticket

2. In the Links section of the right-hand sidebar, find the Back-office ticket

3. While hovering over it, click the unlink option

FAQ