Your First Ticket Setup



Suhep's ticketing system lets customers submit support requests and lets your team track them to resolution.

How Tickets Are Created



Tickets can come from:

  • 1.Support Form — customers fill out the ticket form at suhep.com/tickets
  • 2.Chat Widget — if AI can't resolve, it creates a ticket automatically
  • 3.Email — forwarded emails become tickets (Pro plan)
  • 4.Manual — agents create tickets on behalf of customers


    • Configure Ticket Settings



    Go to Admin → Settings → Tickets:

  • •Categories — general, billing, technical, feature request, bug report
  • •Priorities — low, medium, high, urgent
  • •Auto-assignment — route tickets to agents by category
  • •Email notifications — notify customers on status changes


    • Ticket Lifecycle



  • 1.Open — new ticket, needs attention
  • 2.In Progress — an agent is working on it
  • 3.Pending — waiting for customer response
  • 4.Resolved — issue fixed
  • 5.Closed — confirmed resolved, archived


    • AI Auto-Resolution



    When a customer submits a ticket, Suhep's AI:

  • 1.Searches your knowledge base for relevant articles
  • 2.If confidence is high enough, suggests an answer
  • 3.If the customer confirms, marks as AI Resolved
  • 4.If not, routes to a human agent