A support ticketing system for every channel your customers use
Chats, WhatsApp messages, Instagram DMs and emails become tickets with an owner, a priority and a deadline — assigned automatically, tracked to the minute, and linked to the conversation they came from.
- SLA timers
- Auto-assignment
- Linked to the conversation
Ticketing system with IotaBot: at a glance
IotaBot creates tickets at human handoff, from every email, from form submissions, or manually by an agent.
Ticket statuses are open, in progress, waiting, resolved, closed and reopened; priorities are low, normal, high and urgent.
Categories can set a default priority, default watchers and SLA deadlines for first response and resolution.
Assignment can be round-robin, least-busy, to a team, to a named agent, or by department.
Every assignment, status change and SLA breach is recorded on the ticket’s timeline.
Each ticket links back to the original conversation and the customer’s identity.
Get started in three steps
- 1
Define your categories
Billing, Technical, Sales — each with a priority, watchers and SLA.
- 2
Choose assignment
Round-robin, least-busy, a team or a named agent, per category.
- 3
Let tickets flow in
From handoffs, emails and forms; agents work them from one list.
Ticketing features support teams rely on
Tickets from any channel
Website chat, WhatsApp, Instagram and email all raise tickets the same way.
SLA timers and breaches
First-response and resolution deadlines start automatically and flag breaches.
Five assignment strategies
None, round-robin, least-busy, specific agent or team.
Internal notes
Private comments for the team, separate from replies to the customer.
Watchers and attachments
Keep stakeholders informed and files attached where they belong.
Audit trail
Who changed what and when, on every ticket.
What teams track as tickets
Email support
Every forwarded email becomes a threaded ticket, answered from your own domain.
Escalations from the AI
When the assistant hands off, the ticket carries the whole conversation.
Structured requests
A form submitted in chat can open a ticket with the answers filled in.
Ticketing system: frequently asked questions
Still have a question? Talk to us or try the live demo.
How are tickets created?
Automatically when the AI hands a conversation to a person, for every inbound email, when a form is set to create a ticket, or manually by an agent.
How does auto-assignment work?
A category can use round-robin, least-busy, a team or a named agent. Department routing picks the eligible agent with the fewest open tickets.
Can I set SLAs?
Yes. A category can define first-response and resolution deadlines. Timers start when the ticket is created and breaches are flagged and recorded.
Does email become tickets?
Yes. Forward your support inbox to IotaBot and each email becomes a threaded ticket. Replies go out from your own verified domain.
Try IotaBot for Ticketing system
Start free, train it on your content, and see it answer in minutes.