Ticket Priorities
Mark tickets as low, normal, high, or urgent so your team always knows what to tackle first.
Help Desk
Turn every request into a resolved ticket
Organize, prioritize, and track all customer support requests in one place. Never let an issue fall through the cracks again with a complete ticketing system built into XONChat. Set SLAs, automate assignment, and measure performance to continuously improve.
How Help Desk keeps your team on track
Status Tracking
Track every ticket from open to in-progress to resolved with clear status labels visible to the whole team.
SLA Management
Set response and resolution time targets and get alerted before a ticket breaches its SLA deadline.
TICKETS
Support that never drops the ball
Convert any chat conversation into a tracked ticket and follow it through to resolution with a full audit trail and status updates.
Conversation-to-Ticket
Convert any live chat conversation into a tracked support ticket with one click, preserving the full chat history and customer context automatically.
Ticket Merge
Combine duplicate tickets from the same customer into a single thread to avoid redundant work and give agents a unified view of the issue.
Internal Comments
Add internal comments visible only to your team on any ticket to share investigation notes, workarounds, or escalation context without notifying the customer.
RELIABILITY
A support agent converts a live chat conversation into a tracked ticket with one click, keeping the full chat history and audit trail attached through resolution.
Use case · Support teams
MANAGEMENT
Every ticket has a home
Categorize tickets by priority, department, and status. Set SLAs, add watchers, and ensure every request is handled within the right timeframe.
Tags & Categories
Organize tickets with tags and categories to keep your queue manageable and easy to navigate.
Automated Assignment
Automatically assign incoming tickets to the right agent or team based on category, keyword, or routing rules.
Performance Reports
Measure ticket volume, response times, and resolution rates to continuously improve your support quality.
EFFICIENCY
Incoming tickets are automatically assigned to the right specialist based on category and keyword, so nothing sits in a shared queue waiting to be picked up.
Use case · Help desk teams
REPORTS
Scalable support for growing teams
Automate repetitive workflows, empower customers with self-service, and gain full visibility into your support operation as you scale.
Workflow Automation
Create rules to auto-close stale tickets, send follow-up reminders, and escalate overdue items so nothing slips through the cracks.
Customer Portal
Give customers a self-service portal to submit tickets, check status updates, and browse past conversations without contacting support.
Team Analytics
Compare team and agent performance side by side. Identify bottlenecks, balance workloads, and plan staffing based on real data.
SCALABILITY
Customers check their ticket status through a self-service portal instead of messaging support for an update, freeing agents to focus on open issues.
Use case · Customer support teams
Explore Features
Live Chat
Real-time messaging
Learn moreTeam Inbox
Shared team workspace
Learn moreChat History
Full conversation logs
Learn morePrivate Notes
Internal team notes
Learn moreChat Routing
Smart assignment
Learn moreCRM
Customer profiles
Learn moreFile Sharing
Send & receive files
Learn moreVideo Chat
Face-to-face calls
Learn moreScreen Sharing
Visual collaboration
Learn moreForm Builder
Custom data forms
Learn moreAudio Call
Voice conversations
Learn moreAll features
Every XonChat tool on one page
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