Channels
Unified ticket inbox
All channels in one list with search, filters and sorting by SLA deadline.
The “Chats” section collects tickets from email, the widget, the external form and messengers. The operator sees the whole conversation, replies, changes status and priority without switching between services.
What is included
- Statuses “New”, “Open”, “Answered”, “Postponed”, “Closed” and up to 30 custom statuses within them
- Search by number, email subject, name, email address and message text
- Filters by channel, tag and custom status, sorting by priority and SLA deadline
- Categories with subcategories, priorities and custom fields of eight types
- Attachments up to 10 MB, viewing documents, spreadsheets, PDF files and videos right in the ticket
- Postpone a ticket for an hour, until tomorrow or for a week: it comes back on its own
Good to know
There are no saved list views yet: you select the filter set you need again each time.
Frequently asked questions
What is the difference between a “ticket” and a “request”?
They are the same thing. In the employee interface we usually say “ticket”, and in customer-facing windows “request”.
Can I create custom fields?
Yes. Text, number, date, list, multiple values from a list, checkbox and file. A field can be required, shown to the customer and requested when a ticket is created.
More in this section
Try it on your own tickets
The trial lasts 14 days on the “Pro” plan with all features. Sign in with A3.ID.